Technical Support Engineer

Job not on LinkedIn

🔥 10 minutes ago

🦀 Maryland, Massachusetts – Remote

🦀 Maryland – Remote 🍂 Massachusetts – Remote

💵 $75k - $90k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Support Engineer

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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ZoomInfo

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

💼 Consulting

📣 Marketing

☁️ SaaS

💰 Private Equity Round on 2014-04

Consulting • Marketing • SaaS

ZoomInfo is a leading provider of go-to-market intelligence solutions for sales and marketing professionals. The platform offers comprehensive data insights and analytics to help businesses identify target audiences, manage customer relationships, and drive revenue growth. By leveraging advanced technologies and extensive databases, ZoomInfo enables organizations to optimize their sales strategies and enhance operational efficiency.

📋 Description

• Develop deep expertise within the ZoomInfo product suite while maintaining broad fluency across GTM products and use cases. • Serve as a go-to technical resource and primary escalation point for complex customer issues. • Monitor product releases, beta updates, and internal roadmaps and communicate platform impacts to the support team. • Troubleshoot advanced issues involving APIs, integrations, data quality, CRM sync, browsers, networks, dev tools, HAR files, and logs. • Manage complex, high-priority support cases from triage through resolution. • Communicate clearly and empathetically with customers at all levels. • Partner with Product and Engineering to escalate, reproduce, and resolve defects or configuration issues. • Meet or exceed KPIs including CSAT, response time, and knowledge base development targets. • Develop and maintain knowledge base articles, troubleshooting playbooks, and support runbooks. • Build scalable documentation, decision trees, and training materials for recurring issues. • Drive adoption of internal tools and workflows and champion process improvements. • Mentor junior team members and contribute to onboarding programs. • Synthesize support trends and provide actionable product feedback to Product and Engineering. • Participate in beta testing, release readiness reviews, and internal enablement sessions. • Collaborate with Customer Success and Sales to ensure a seamless post-sale customer experience.

🎯 Requirements

• 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 independently identifying problems, building solutions, and driving improvements. • 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: prior experience using or supporting ZoomInfo products. • Preferred: familiarity with data enrichment, intent data, or B2B sales intelligence platforms. • Preferred: experience writing internal documentation, knowledge base content, or support playbooks. • Preferred: proficiency in SQL or data querying for troubleshooting data-related issues. • Preferred: experience with ticketing platforms such as Zendesk, Salesforce Service Cloud, or similar. • Preferred: background in mentoring or training junior support staff.

🏖️ Benefits

• Incredibly strong onboarding program - be set up for success in your first 90 days • Ongoing training to help you grow • Market leading product offering • 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! • Holistic mind, body and lifestyle programs designed for overall well-being

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