Customer Solutions Analyst II Bethesda, Maryland Vancouver, Washington, United

Customer Solutions Analyst II – Client Services

In this role, you will develop deep expertise within the Zoom Info 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.

• Own deep subject matter expertise within a set of Zoom Info products, serving as the primary escalation point for complex issues.
• Maintain broad working knowledge of the full Zoom Info product suite to support customers across all product lines and provide seamless cross‑functional assistance.
• Understand how Zoom Info 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.

• 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 to escalated, 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.

• Lead the development and ongoing maintenance of internal knowledge base articles, troubleshooting playbooks, and support runbooks for 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.

• 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, Hub Spot, 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.

• Prior experience using or supporting Zoom Info products.
• Familiarity with data enrichment, intent data, or B2B sales intelligence platforms.
• Experience writing internal documentation, knowledge base…