Technical Support Engineer

ZoomInfo; United States; Remote; USD 90,000 - 130,000; Full time

Job summary

ZoomInfo is seeking a Technical Support Engineer to join our Client Services team. You will develop deep expertise in ZoomInfo products while supporting customers, diagnosing complex issues, and driving end-to-end resolutions.

You will own high-priority cases, communicate clearly, and collaborate with Product and Engineering to improve the platform. Prior experience with ZoomInfo products and data-enrichment platforms is a plus.

Qualifications

• 4+ years in a technical support, support engineering, or similar customer-facing role in a B2B software environment.
• Proven ability to troubleshoot complex technical issues involving APIs, integrations, data pipelines, or CRM platforms.
• Strong proficiency with browser developer tools, network traffic analysis (HAR files), and log interpretation.

Responsibilities

• Own escalation for complex issues and manage a queue from triage to resolution.
• Communicate clearly with customers at all levels, in a timely and precise manner.
• Collaborate with Product and Engineering to reproduce and resolve defects or configuration issues.
• Develop and maintain internal knowledge base articles and playbooks for the team.
• Identify recurring issues and build scalable resources and tooling.

Skills

API Troubleshooting

Customer-facing

Browser DevTools

Communication

Project Management

Cross-functional Collaboration

Tools

Zendesk

Salesforce Service Cloud

SQL

Job description

ZoomInfo is where careers accelerate. We move fast, think boldly, and empower you to do the best work of your life. You’ll be surrounded by teammates who care deeply, challenge each other, and celebrate wins. With tools that amplify your impact and a culture that backs your ambition, you won’t just contribute. You’ll make things happen fast. ZoomInfo is looking for a Technical Support Engineer 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 escape, 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.

What’s In It For You:

We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle…