Enterprise Product Support Specialist

What You’ll Do

• 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.

What You’ll Bring

• 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.