[Hiring] Strategic Technical Account Specialist @Block

Role Description

The Strategic Sales and Account Management Team is looking for a Strategic Technical Account Specialist to help manage the support needs of our high value Resellers. This individual will be joining our dedicated support function. This role provides a unique opportunity to work in a cross functional capacity with internal teams and Square’s highest value Resellers.

An ideal candidate will be comfortable interacting with multiple senior stakeholders associated with the largest and most complex offerings from Square. Internally at Square, you will collaborate with engineering, implementation, product, sales, and support to ensure successful establishment and growth of large sellers. Externally, you will partner with Resellers to triage issues, gather feedback, and recommend solutions to complex questions to foster a white glove support experience.

• Be the first line of defense for any/all support needs for assigned accounts within the Strategic portfolio (phone, email, Google Meets, etc.)
• Implement the onboarding process and training curriculum to hold sellers and team members responsible for timelines.
• Execute the account reconfiguration process, training curriculum, ensuring resellers and team members adhere to established timelines (menu builds, 3rd party uploads, integrations)
• Willing to work a Monday through Saturday shift schedule to provide extended coverage for our global seller base
• Travel up to 20% of the time for on-site Reseller visits and internal meetings
• Maintain advanced knowledge of all Square products and feature parity across global markets (US, CA, IE, UK, AU, JP)
• Master Square's technical ecosystem including APIs, SDKs, and custom integrations
• Build and maintain expertise in Square's third-party partner integrations and solutions
• Demonstrate proficiency in the on-call process and Jira ticket filing procedures for escalating technical issues
• Continuously track, prioritize, and help drive resolutions for Square's highest value sellers
• Identify, document, and follow up with engineers on product bugs and features, taking ownership of customers' issues
• Build relationships with primary contacts across large enterprises including operations, finance, C-level executives, and technical support
• Communicate key developments, updates, and problems to internal and external stakeholders
• Analyze trends associated to customer issues and suggest improvements to processes, policies, and products to enhance the up-market seller experience
• Become an integral contributor to the success of up-market at Square through deep collaboration with Strategic Account Managers

Qualifications

• Minimum of 3 years customer service, implementation, sales or account management experience in a technical environment
• Proven ability to work weekends (either Tue-Sat or Sun-Thur) shifts as demand increases
• Willingness and ability to travel up to 20% of the time
• The capacity to distill complex enterprise requirements, craft tailored solutions, and explain detailed technical solutions and strategies in an easily digestible fashion.
• Advanced knowledge of Square's complete product suite and feature variations across global markets (US, CA, IE, UK, AU, JP)
• Technical proficiency with APIs, SDKs, and custom integration solutions
• Experience with technical troubleshooting and escalation processes
• Comprehensive understanding of third-party integration partnerships and ecosystem
• Strong technical documentation and communication skills
• Superb attention to detail and excellent time-management skills
• A desire to help people and improve the customer experience
• Ability to customize the support experience to the needs of individual high-value sellers
• Comfort with ambiguity and resilient when facing rapid change
• Genuine curiosity about people, technology and business, while possessing the ability to inspire passion in others
• Growth mindset, interested in feedback, and dedicated to continuous improvement

Requirements

• Experience in a project management or implementation role
• Experience working directly with Account Management or other sales functions
• Experience managing complex & technical projects related to onboarding & supporting seller implementation
• Experience managing complex projects
• Experience working with enterprise-level technical implementations and solutions
• Experience filling ON-CALL tickets directly to product & engineering teams
• Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking

Benefits

• Remote work
• Medical insurance
• Flexible time off
• Retirement savings plans
• Modern family planning