Technical Support Engineer

This is a fully remote position, open to applicants in Maryland, +1 more state.

📋 Description

• Acquire in-depth knowledge of the ZoomInfo product suite while also maintaining a broad understanding of GTM products and their applications.

• Act as a primary technical resource for both customers and colleagues, effectively diagnosing intricate issues and managing resolutions from start to finish.

• Hold subject matter expertise for assigned ZoomInfo products, serving as the main escalation point for challenging issues.

• Keep a comprehensive understanding of the entire ZoomInfo product suite and how these products integrate into customer technology ecosystems.

• Track product releases, beta updates, and internal roadmaps, ensuring the support team is informed of platform implications.

• Resolve advanced technical problems related to APIs, integrations, data quality issues, CRM synchronization errors, and browser/network irregularities by utilizing developer tools, HAR files, and log analysis.

• Oversee complex, high-priority support cases from initial assessment through to resolution.

• Communicate with customers clearly, empathetically, and with technical accuracy.

• Collaborate with Product and Engineering teams to escalate, replicate, and resolve defects or configuration challenges.

• Achieve or surpass KPIs including customer satisfaction (CSAT), response time, and knowledge base development goals.

• Create and update internal knowledge base articles, troubleshooting guides, and support documentation.

• Develop scalable documentation, decision-making frameworks, and training materials for recurring challenges.

• Promote the use of internal tools and workflows while advocating for process enhancements.

• Guide junior team members and participate in onboarding initiatives.

• Analyze support trends and provide actionable product insights to the Product and Engineering teams.

• Engage in beta testing, release readiness evaluations, and internal training sessions.

• Work closely with Customer Success and Sales teams to ensure a smooth post-sale experience for customers.

⛳️ Requirements

• A minimum of 4 years of experience in a technical support, support engineering, or equivalent customer-facing technical role in a B2B software setting.

• Proven ability to troubleshoot intricate technical issues involving APIs, integrations, data pipelines, or CRM platforms (Salesforce, HubSpot, etc.).

• Strong expertise with browser developer tools, network traffic analysis (including HAR files), and log analysis.

• Exceptional written and verbal communication skills, capable of demystifying technical concepts for non-technical audiences.

• A demonstrated history of initiative — proactively identifying issues, developing solutions, and implementing improvements without needing direction.

• Skill in managing multiple high-priority projects at once, with a strong emphasis on organization and detail orientation.

• A collaborative approach, with experience working cross-functionally with internal teams to facilitate issue resolution.

• Previous experience using or supporting ZoomInfo products is preferred.

• Knowledge of data enrichment, intent data, or B2B sales intelligence platforms is preferred.

• Experience in drafting internal documentation, knowledge base articles, or support playbooks is preferred.

• Proficiency in SQL or data querying for resolving data-related issues is preferred.

• Familiarity with ticketing systems such as Zendesk, Salesforce Service Cloud, or similar platforms is preferred.

• Experience in mentoring or training junior support staff is preferred.

🏝️ Benefits

• Comprehensive onboarding program designed to ensure your success during the first 90 days.

• Continuous training opportunities to facilitate your growth.

• Leading product offerings in the market.

• Extensive Medical, Dental, and Vision coverage.

• Eligibility for future equity awards.

• 401k matching program (50% of the first 7% of your contribution).

• 12 weeks of parental leave for primary caregivers and 4 weeks for secondary caregivers.

• Benefits for family formation up to $20k, along with discounts on a Care.com membership.

• Access to the Virgin Pulse Wellness Program.

• Optional add-ons including pet insurance, legal services support, and more!

• Holistic programs focusing on mind, body, and lifestyle for overall well-being.