Customer Solutions Analyst II

1 мес. назад

USAMiddle

technical supportproduct knowledgeissue diagnosisescalation managementcustomer service

Provide technical expertise and ownership for customer issue resolution and support within product suite.

Обязанности

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

Требования

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 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.
We want our employees and their families to thrive. In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about benefits  here .  
Incredibly strong onboarding program - be set up for success in your first 90 days
Ongoing training to help you grow
Market leading product offering (check our our long list of G2 awards)
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   membership
Virgin Pulse Wellness Program
Optional add ons such as pet insurance, legal service support, and more!
This is a hybrid position, working a minimum of three days per week from one of our office locations - Waltham MA, Vancouver WA, or Bethesda MD.
Actual compensation offered will be based on factors such as the candidate’s work location, qualifications, skills, experience and/or training. Your recruiter can share more information about the specific salary range for your desired work location during the hiring process. We want our employees and their families to thrive.
In addition to comprehensive benefits we offer holistic mind, body and lifestyle programs designed for overall well-being. Learn more about benefits here .
About us:  
(NASDAQ: GTM) is the Go-To-Market Intelligence Platform that empowers businesses to grow faster with AI-ready insights, trusted data, and advanced automation. Its solutions provide more than 35,000 companies worldwide with a complete view of their customers, making every seller their best seller.
is committed to protecting your privacy when you apply for jobs with us. Please review our Job Applicant Privacy Notice for more details on how we handle your personal information.
may use a software-based assessment as part of the recruitment process. More information about this tool, including the results of the most recent bias audit, is available here .
is proud to be an equal opportunity employer, hiring based on qualifications, merit, and business needs, and does not discriminate based on protected status. We welcome all applicants and are committed to providing equal employment opportunities regardless of sex, race, age, color, national origin, sexual orientation, gender identity, marital status, disability status, religion, protected military or veteran status, medical condition, or any other characteristic protected by applicable law. We also consider qualified candidates with criminal histories in accordance with legal requirements.
For Massachusetts Applicants: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability. does not administer lie detector tests to applicants in any location.

Другое

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.
 
is looking for a Customer Solutions Analyst II to join our Client Services team. In this role, you will develop deep expertise within the 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.