Enterprise Product Support Specialist

Clay

Enterprise Support Specialist at AI-driven startup ensuring customer success and delivering exceptional support for enterprise clients. Partnering with cross-functional teams to drive product adoption and operational excellence.

Posted 4/16/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSenior💰 $120,000 - $140,000 per yearWebsite

About the role

Key responsibilities & impact

Own enterprise-level technical cases end-to-end, from triage through resolution, ensuring minimal disruption to customer operations.
Serve as a trusted advisor for strategic accounts—understanding their business goals and proactively recommending workflows, configurations, and integrations to meet them.
Act as the highest-level subject matter expert on Clay’s product, advanced features, APIs, and data integration capabilities.
Partner with Customer Success to deliver seamless, proactive support that strengthens long-term relationships and drives product adoption.
Collaborate closely with Product and Engineering to escalate critical issues through high-quality bug reports, structured feedback, and advocating for enterprise needs in roadmap discussions.
Develop and maintain enterprise-facing resources such as technical runbooks, playbooks, and best-practice guides.
Support customers and cross-functional partners during issue escalations and incident events.
Identify patterns across accounts to recommend product improvements, process changes, or automation opportunities.
Contribute to strategic process design, shaping how Clay supports and scales with enterprise customers.

Requirements

What you’ll need

Extensive technical expertise—fluent in APIs, complex data integrations, log analysis, and SaaS architecture, with the ability to troubleshoot across enterprise tech stacks like Salesforce.
Proven track record in enterprise SaaS support, technical account management, or solutions engineering, ideally in a high-growth startup.
Exceptional consultative skills—able to translate business needs into technical solutions.
Enterprise relationship management experience—comfortable navigating multi-stakeholder environments and executive conversations.
Customer obsession—committed to delivering measurable value and long-term success.
Process and systems thinking—adept at identifying inefficiencies and designing scalable solutions.
Experience collaborating cross-functionally with Product, Engineering, and Customer Success teams.
Comfortable in fast-paced, evolving environments where priorities can shift quickly.

Benefits

Comp & perks

All employees can work for free with world-class coaches who specialize in creativity, management, and more.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

APIsdata integrationslog analysisSaaS architectureenterprise tech stacksSalesforcetechnical account managementsolutions engineeringtroubleshootingprocess design

Soft Skills

consultative skillsenterprise relationship managementcustomer obsessionprocess thinkingsystems thinkingcross-functional collaborationadaptabilityproblem-solvingcommunicationstrategic thinking