# Enterprise Product Support Specialist

**Company:** [Clay](https://hotfix.jobs/companies/clay)
**Location:** New York, NY, San Francisco, CA
**Role:** Support Engineering
**Salary:** $120k – $130k/yr
**Skills:** APIs, data integrations, log analysis, saas architecture, Salesforce, technical troubleshooting, Customer Success, Product Management, engineering collaboration, Incident Management
**Posted:** 2026-08-06

> Provides advanced technical support and strategic guidance to enterprise customers, resolving complex cases, designing integrations and workflows, and partnering with Product, Engineering, and Customer Success. Requires extensive SaaS troubleshooting expertise, enterprise relationship management, and consultative problem-solving skills.

## Job Description

## 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.

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