Enterprise Product Support Specialist

Responsibilities

• Own enterprise-level technical cases end-to-end, from triage through resolution, minimizing disruption to customer operations.
• Serve as a trusted advisor for strategic accounts by understanding business goals and recommending workflows, configurations, and integrations.
• Act as a subject matter expert on Clay’s product, advanced features, APIs, and data integration capabilities.
• Partner with Customer Success to provide proactive support, strengthen relationships, and drive product adoption.
• Collaborate with Product and Engineering to escalate critical issues through high-quality bug reports, structured feedback, and enterprise-focused roadmap input.
• Develop and maintain technical runbooks, playbooks, and best-practice guides for enterprise customers.
• Support customers and cross-functional partners during issue escalations and incident events.
• Identify account patterns and recommend product improvements, process changes, and automation opportunities.
• Contribute to strategic process design for scaling enterprise customer support.

Requirements

• Extensive technical expertise in APIs, complex data integrations, log analysis, and SaaS architecture.
• Ability to troubleshoot enterprise technology stacks such as Salesforce.
• Experience in enterprise SaaS support, technical account management, or solutions engineering, ideally in a high-growth startup.
• Exceptional consultative skills and the ability to translate business needs into technical solutions.
• Experience managing enterprise relationships across multiple stakeholders and executive conversations.
• Strong customer focus and commitment to measurable, long-term customer value.
• Process and systems thinking, including identifying inefficiencies and designing scalable solutions.
• Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams.
• Comfort working in fast-paced, evolving environments with shifting priorities.