GTM Technical Solutions Analyst II

The role

This person will act as a go-to technical resource for customers and colleagues, diagnosing complex issues and owning resolution end-to-end. They will also build support tools and enablement resources, such as knowledge base articles and playbooks, for the wider support team.

What you will do

• Own deep subject matter expertise within a set of ZoomInfo products and act as primary escalation point
• Maintain broad working knowledge of the full ZoomInfo product suite
• Understand how ZoomInfo products fit into customer tech stacks
• Monitor product releases, beta updates and roadmaps and communicate impacts to the support team
• Troubleshoot advanced issues including API and integration failures, data quality, CRM sync errors and browser or network anomalies
• Manage a queue of complex, high-priority support cases from triage through resolution
• Partner with Product and Engineering to escalate, reproduce and resolve defects
• Lead development and maintenance of knowledge base articles, playbooks and runbooks
• Identify recurring issue patterns and build scalable resources such as decision trees and training materials
• Mentor junior team members and contribute to onboarding programs

Required qualifications

• 4+ years in technical support, support engineering or a similar customer-facing technical role in B2B software
• Ability to troubleshoot complex issues involving APIs, integrations, data pipelines or CRM platforms such as Salesforce and HubSpot
• Strong proficiency with browser developer tools, network traffic analysis (HAR files) and log interpretation
• Excellent written and verbal communication skills
• Proven initiative in identifying problems, building solutions and driving improvements
• Ability to manage multiple high-priority projects with strong organization and attention to detail
• Collaborative mindset with cross-functional experience

Nice to have

• 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
• Experience with ticketing platforms such as Zendesk or Salesforce Service Cloud
• Background in mentoring or training junior support staff

Before you apply

• ZoomInfo may use a software-based assessment as part of recruitment

About the company

ZoomInfo (NASDAQ: GTM) is an all-in-one AI go-to-market platform that helps sales, marketing and customer success teams identify, engage and convert buyers. It is powered by B2B data covering more than 100 million companies and 500 million contacts.