Enterprise Product Support Specialist
Clay
full-time
Posted on:
Location Type: Hybrid
Location: New York City • New York • United States
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Salary
💰 $120,000 - $140,000 per year
About the role
- 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
- 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
- All employees can work for free with world-class coaches who specialize in creativity, management, and more.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
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