Job Overview
Location
Chennai, Tamil Nadu, India
Job Type
Full-time
Category
Software Engineering
Date Posted
May 23, 2026
Full Job Description
đź“‹ Description
- • Serve as the primary point of contact for customers across SMB and enterprise segments, troubleshooting platform issues and guiding adoption of ZoomInfo’s product suite, integrations, and features.
- • Investigate, diagnose, and resolve complex technical product issues using methods such as HAR file collection, log analysis, and debugging to identify root causes and determine optimal resolution paths.
- • Apply a systems-thinking approach to understand how platform components, customer configurations, and third-party integrations interconnect to uncover nuanced, non-obvious issues.
- • Champion a discovery-first methodology by proactively understanding customer goals and challenges, then aligning ZoomInfo capabilities to their critical business needs through consultative guidance.
- • Manage and prioritize multiple support cases simultaneously, ensuring timely first responses, accurate case documentation, clear communication of updates, and consistent expectation setting throughout resolution.
- • Act as a key liaison between customers and their account teams, proactively flagging technical challenges and collaborating on solutions that drive long-term customer success.
- • Escalate unresolved or complex issues to internal Specialist, Product, and Engineering teams with detailed context, reproducible steps, and documented findings to enable efficient cross-functional resolution.
- • Contribute to internal knowledge sharing by documenting troubleshooting workflows, best practices, and common solutions to enhance team effectiveness and improve customer self-service resources.
- • Capture and relay customer feedback on product usability, documentation gaps, and experience pain points to inform product improvements and platform enhancements.
- • Continuously expand expertise across ZoomInfo’s evolving platform, including new integrations and AI-enabled tools, to maintain technical proficiency and deliver up-to-date customer support.
- • Guide customers to resolve issues independently using training resources, documentation, and AI-assisted support tools, fostering customer autonomy and satisfaction.
- • Work on a rotational schedule to accommodate EST and PST business hours, ensuring coverage for global customer support needs.
- • Operate in a hybrid work model with 3 days per week in the Chennai office and 2 days remote, aligning with company expectations for in-person collaboration.
🎯 Requirements
- • Any Fulltime Bachelor Degree is mandatory
- • 3+ years of experience in Product Support, Technical Support, or a similar customer-facing technical role within a B2B SaaS environment
- • Adaptable in working at EST and PST shifts based on business needs (Rotational basis)
- • Strong troubleshooting and analytical skills with ability to investigate product behavior, identify root causes, and determine next steps
- • Excellent written and verbal communication skills to translate complex technical concepts into clear, actionable guidance for customers
- • Experience managing multiple cases and priorities simultaneously in a fast-paced environment with strong attention to detail
🏖️ Benefits
- • Hybrid work model: 3 days in-office (Chennai), 2 days remote
- • Opportunity to work with a global SaaS platform serving 35,000+ companies
- • Exposure to evolving AI-enabled tools and integrations within a high-growth Go-To-Market Intelligence platform
- • Collaborative culture with teams focused on innovation, customer success, and professional growth
Skills & Technologies
About ZoomInfo Technologies LLC
ZoomInfo Technologies LLC provides a cloud-based go-to-market intelligence platform that delivers B2B contact and company data, intent signals, and sales automation tools. Founded in 2007 and headquartered in Vancouver, Washington, the company aggregates public, proprietary, and contributed data to help marketing, sales, and recruiting teams identify, prioritize, and connect with prospects. Its solutions integrate with CRM and marketing automation systems, offering features such as detailed org charts, technographics, real-time alerts, and workflow automation to accelerate pipeline growth and improve conversion rates across global enterprises.
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