Customer Solutions Specialist

Salary Range: $95,000.00 - $120,000.00 per year based on experience, education, and geographic location. FLSA Status: Salaried Exempt Work Location: This position may be performed fully remote or on a hybrid basis near our Chicago office. We are currently hiring in the following states/jurisdictions*: California District of Columbia (DC) Florida Illinois Maryland New York Tennessee Texas Washington State *While we are currently hiring in these geographic areas, we are also open to considering qualified candidates who reside elsewhere. Who We Are: ZG Subpoena Solutions (ZGSS) is a close-knit team of dedicated professionals who design, implement, and manage customized solutions for business processes, including legal process compliance and third-party requests for access to user data. Our clients rely on us to tackle this critical work so they can focus on providing outstanding products and services. Why We Love Working Here: We love working here because we like standing at the intersection of user data and lawful demands. We are driven to provide better service every day, and value being part of a collaborative team at the center of complex and evolving legal process issues. Our business is rapidly expanding, and we are eager to build on our continued growth and position as the leader in legal process response solutions. What We're Looking For: We are seeking a Customer Solutions & Integration Specialist to bridge discovery and technical integration, guiding clients through system onboarding into fully automated workflows. In collaboration with sales and client operations, you will engage directly with clients to identify their needs and implement tailored solutions. Your scope spans the entire integration lifecycle—from provisioning portal access, configuring intake and delivery connections, mapping each client’s legal requirements documentation to configuration files to ensure proper handling of legal process, and maintaining the integration health and reliability once they are in production. Additionally, you will serve as a key partner in the pre-sales process, crafting detailed integration plans for inclusion in sales proposals. This is a hands-on technical role. While our engineering and product teams define the integration architecture The ideal candidate must be able to translate technical specifications into reliable, well-documented integrations and proactively identify and resolve gaps between system requirements and each client’s environment. This role will own each implementation end-to-end—developing a deep understanding of project scope, coordinating across teams, and driving every phase of integration from planning through implementation and delivery. What You Will Do: Pre-sales Support Participate in pre-sales discovery calls to assess technical requirements and feasibility. Request and review prospective client exemplar files and policy and procedure documentation to understand legal requirements, workflow processes, data mappings, and file formats, and inform integration requirements. Shadow the client team to understand their current workflow from service through production delivery, and establish typical turnaround times for each legal process type. Create detailed integration plans and scope estimates for inclusion in sales proposals. Translate technical platform capabilities into clear, solutions-focused value propositions for prospective clients. Support the sales team in gathering and organizing the information required to respond to requests for proposals (RFPs). Onboarding Execution Lead the client onboarding and integration lifecycle, overseeing all stages from initial kickoff through technical integration to first successful production delivery. Provision client portal access, user accounts, role permissions, and notification routing. Coordinate project timelines, meetings, information gathering, and testing milestones with client teams and operations teams. Maintain real-time onboarding status tracking to ensure client engagement leads and engineering teams have clear visibility into progress, milestones, and potential blockers. Integration Implementation Configure, test, and deploy client integrations from written specifications — including ticketing and custom object configuration, secure file delivery paths, and webhook and API endpoint setup. Validate end-to-end client integration behavior in a pre-production test environment including authentication, payload structure, error handling, and delivery confirmation to ensure technical readiness prior to production cutover Author and maintain detailed as-built technical documentation for every client deployment, ensuring system configurations, integrations, and operational procedures are clearly documented and accessible for ongoing support. Workflow Mapping & Documentation Interview client stakeholders to map as-is workflows for legal process documents, detailing end-to-end data paths, system integrations, human touchpoints and expected client deliverables. Classify each client against the ZGSS workflow archetype model (direct access, structured, unstructured, pre-pull) and recommend an appropriate automation tier. Identify high-potential opportunities for process automation upgrades and present structured, data-backed proposals to leadership. Maintain dynamic, accurate workflow documentation across active client accounts . Maintenance & Monitoring Monitor connector and integration health, systematically investigating failures to identify root causes, and either resolving issues within scope or escalating with detailed, clear reproduction steps. Process client-initiated change requests including new user provisioning, workflow routing adjustments, credential updates, and file format changes. Track recurring failure patterns, translate insights into playbook updates, and actionable backlog items for engineering. Participate in a business-hours response rotation to monitor, triage, and resolve production integration issues. What You Bring: Precise under ambiguity. Client requirements arrive incomplete. You ask the questions to uncover what’s missing rather than making assumptions. Bilingual in legal operations and engineering. You can sit with a legal analyst describing a manual process and translate it into clear, actionable requirements an engineer can build on. Follow-through. Onboarding is a long tail of small commitments. The role rewards someone who closes loops without being chased. Appropriately escalatory. You know the difference between a problem you should solve and one you should hand off, and you are not reluctant to hand it off. Discreet. This work touches sensitive legal process and law enforcement request data. Confidentiality is non-negotiable. Your Capabilities & Experience: Bachelor's degree or higher preferred; or equivalent combination of education and experience. 3–5 years in technical implementation, solutions delivery, technical support engineering, systems administration, or a comparable hands-on role. Demonstrated experience configuring integrations between SaaS platforms — REST APIs, webhooks, authentication schemes, and admin consoles. Interpret and implement written, technical specifications, ensuring accurate execution of data mappings and API configurations against client requirements. Comfort reading JSON and inspecting API request and response payloads to diagnose problems. Strong written documentation discipline that enables peers to support and maintain active integrations. Possess direct client-facing experience with non-technical stakeholders, able to translate complex operational business needs into clear technical requirements. Proven self-management skills to systematically organize, track, and advance multiple, concurrent client implementations across different onboarding stages. Preferred Qualifications: Exposure to legal process, e-discovery, compliance operations, trust and safety, or law enforcement response handling. Zendesk administration experience, including custom objects, triggers, and app configuration. Familiarity with Microsoft Azure services — Functions, Blob Storage, shared access signatures. Working knowledge of Google Workspace administration and the Google Drive API. Light scripting ability (Python or JavaScript) for testing and troubleshooting. Prior experience at a legal technology company or in a legal operations function. Role Logistics: Occasional travel for client kickoffs and team meetings. ZG Subpoena Solutions