[Remote] Technical Account Specialist

Note: The job is a remote job and is open to candidates in USA. Square is a company that has evolved to provide integrated, omnichannel solutions for sellers. The Strategic Technical Account Specialist role focuses on managing support needs for high-value sellers, collaborating with internal teams, and ensuring timely and accurate assistance for complex seller inquiries.

Responsibilities

• Serve as the first line of defense for all support needs for accounts within the U.S. Strategic portfolio (phone, email, Google Meet, etc.)
• Continuously track, prioritize, and help drive resolutions for Square's highest-value sellers
• Identify, document, and follow up with engineers on product bugs and feature requests, taking ownership of customers' issues
• Manage cases created by Account Managers (AMs) within the Strategic POD Queue in a timely manner
• Communicate key developments, updates, and issues to internal and external stakeholders
• Analyze trends in customer issues and recommend improvements to processes, policies, and products to enhance the upmarket seller experience
• Contribute to the success of Square's upmarket segment through collaboration with Strategic Account Managers
• Willingness to work a Tuesday–Saturday or Sunday–Thursday schedule to provide extended coverage for our global seller base

Skills

• 1–3 years of experience in customer service, implementation, or account management
• Deep understanding of all Square first-party products
• Strong organizational, analytical, written, and verbal communication skills (technical skills are highly valued)
• Superb attention to detail and excellent time management
• 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 resilience in times of rapid change
• Genuine curiosity about people, technology, and business, with the ability to inspire passion in others
• A growth mindset, openness to feedback, and commitment to continuous improvement
• Experience managing complex projects
• Experience filing on-call tickets directly with product and engineering teams
• Experience with payment gateway integrations
• Background in Risk, Integrations, APIs, Compliance, Fraud, Hardware, or Networking
• Prior experience in the FinTech or payments industry
• Deep understanding of Square's third-party partners
• Experience with SQL and data analysis

Benefits

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

Company Overview

Company H1B Sponsorship