Customer Solutions Analyst II

ZoomInfo is looking for a Customer Solutions Analyst II to join our Client Services team. In this role, you will develop deep expertise within the ZoomInfo product suite while maintaining broad fluency across GTM products and use cases. You will serve as a go-to technical resource for customers and colleagues alike - independently diagnosing complex issues, owning resolution end-to-end, and proactively building tools and enablement resources that elevate the performance of the broader support organization. This is a high-impact, high-ownership role for someone who thrives at the intersection of technical depth, customer advocacy, and continuous improvement.

What You'll Do:

Technical Expertise & Specialization

• Own deep subject matter expertise within a set of ZoomInfo products, serving as the primary escalation point for complex issues.
• Maintain broad working knowledge of the full ZoomInfo product suite to support customers across all product lines and provide seamless cross-functional assistance.
• Understand how ZoomInfo products fit into customer tech stacks, including complementary and competing external technologies.
• Proactively monitor product releases, beta updates, and internal roadmaps to stay ahead of platform changes and communicate impacts to the support team.
• Troubleshoot advanced technical issues including API and integration failures, data quality discrepancies, CRM sync errors, and browser/network-level anomalies using tools such as dev tools, HAR files, and log analysis.

Customer Support & Resolution

• Independently manage a queue of complex, high-priority support cases from triage through resolution, ensuring timely and accurate outcomes.
• Deliver clear, empathetic, and technically precise communication to customers at all levels.
• Partner with teams across Product and Engineering teams to escalate, reproduce, and resolve product defects or configuration issues.
• Consistently meet or exceed key performance indicators including CSAT scores, response time, and knowledge base development targets.

Enablement, Collaboration & Internal Impact

• Lead the development and ongoing maintenance of internal knowledge base articles, troubleshooting playbooks, and support runbooks for use across the broader team.
• Identify recurring issue patterns and proactively build scalable resources — including documentation, decision trees, and training materials.
• Drive the adoption of new internal tools and workflows, acting as a champion for process improvements that increase team efficiency and consistency.
• Mentor and support junior team members by sharing technical knowledge, reviewing case handling, and contributing to onboarding programs.
• Serve as the voice of the customer by synthesizing support trends and surfacing actionable product feedback to Product and Engineering stakeholders.
• Participate in cross-functional initiatives including product beta testing, release readiness reviews, and internal enablement sessions.
• Collaborate with the Customer Success and Sales teams to ensure a seamless customer experience across the post-sale journey.

What You Bring:

• 4+ years of experience in a technical support, support engineering, or similar customer-facing technical role in a B2B software environment.
• Demonstrated ability to troubleshoot complex technical issues involving APIs, integrations, data pipelines, or CRM platforms (Salesforce, HubSpot, etc.).
• Strong proficiency with browser developer tools, network traffic analysis (HAR files, etc), and log interpretation.
• Excellent written and verbal communication skills with the ability to translate technical concepts for non-technical audiences.
• Proven track record of taking initiative — independently identifying problems, building solutions, and driving improvements without being directed.
• Ability to manage multiple high-priority projects simultaneously with strong organizational skills and attention to detail.
• Collaborative mindset with experience working cross-functionally with internal teams to drive issue resolution.

Preferred Qualifications

• Prior experience using or supporting ZoomInfo products.
• Familiarity with data enrichment, intent data, or B2B sales intelligence platforms.
• Experience writing internal documentation, knowledge base content, or support playbooks.
• Proficiency in SQL or data querying for troubleshooting data-related issues.
• Experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar.
• Background in mentoring or training junior support staff.

• Incredibly strong onboarding program - be set up for success in your first 90 days
• Ongoing training to help you grow
• Market leading product offering (check our our long list of G2 awards)
• Comprehensive Medical, Dental, Vision
• Eligibility for Future Equity Awards
• 401k Matching (50% of the first 7% of your contribution)
• 12 weeks Parental Leave for primary caregivers, 4 weeks for secondary caregivers
• Family forming benefits up to $20k, plus discounts on a Care.com membership
• Virgin Pulse Wellness Program
• Optional add ons such as pet insurance, legal service support, and more!

This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Vancouver WA, or Bethesda MD.