Customer Solutions & Integrations Specialist

Summary

ZG Subpoena Solutions designs, implements, and manages customized solutions for legal process compliance and third-party requests for access to user data. The Customer Solutions & Integrations Specialist guides clients through discovery, onboarding, technical integration, and production delivery while coordinating with sales, operations, engineering, and client stakeholders. The role also develops integration plans, documents workflows, monitors integration health, and resolves production issues.

Responsibilities

• 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)
• 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
• 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
• 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
• 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

Skills

• 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
• Occasional travel for client kickoffs and team meetings
• Bachelor's degree or higher preferred; or equivalent combination of education and experience
• 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

Qualifications

Must Haves

• 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
• Occasional travel for client kickoffs and team meetings

Nice to Haves

• Bachelor's degree or higher preferred; or equivalent combination of education and experience
• 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

Benefits

• This position may be performed fully remote or on a hybrid basis near our Chicago office.