Strategic Technical Account Specialist

Responsibilities

• Act as the first line of defense for support needs for assigned Strategic portfolio accounts via phone, email, and Google Meets
• Implement onboarding processes and training curricula for sellers and team members
• Execute account reconfiguration processes including menu builds, 3rd party uploads, and integrations
• Master Square's technical ecosystem including APIs, SDKs, and custom integrations
• Identify, document, and follow up with engineers on product bugs and features
• Build relationships with enterprise contacts including operations, finance, and C-level executives
• Analyze customer issue trends to suggest improvements to processes, policies, and products
• Travel up to 20% for on-site Reseller visits and internal meetings

Requirements

• Minimum 3 years of customer service, implementation, sales, or account management experience in a technical environment
• Technical proficiency with APIs, SDKs, and custom integration solutions
• Experience with technical troubleshooting and escalation processes
• Ability to work weekend shifts (either Tue-Sat or Sun-Thur)
• Willingness to travel up to 20%
• Strong technical documentation and communication skills

Preferred Qualifications

• Experience in project management or implementation roles
• Experience managing complex technical projects related to onboarding
• Experience working with enterprise-level technical implementations
• Experience filling ON-CALL tickets directly to product and engineering teams
• Knowledge in Risk, Integrations, APIs, Compliance, Fraud, Hardware, or Networking

About the Company

Square is part of Block, building integrated, omnichannel solutions to help sellers manage inventory, payments, and financial services. We provide tools for businesses of all sizes to grow and compete at scale.