Strategic Technical Account Specialist

The Role
The Strategic Sales and Account Management Team is seeking a Strategic Technical Account Specialist to manage support needs for high-value Resellers.

You Will

Work a weekend shift schedule to provide extended coverage

Act as the first line of defense for assigned accounts (phone, email, Google Meets, etc.)

Implement onboarding and training curriculum to ensure timelines are met

Execute account reconfiguration, training, ensuring resellers adhere to timelines (menu builds, 3rd party uploads, integrations)

Travel up to 20% of the time for on-site reseller visits and internal meetings

Maintain advanced knowledge of Square products and global feature parity (US, CA, IE, UK, AU, JP)

Master Square's technical ecosystem: APIs, SDKs, custom integrations

Build expertise in Square's third-party partner integrations and solutions

Demonstrate proficiency in on-call process and Jira ticket filing for escalating technical issues

Track, prioritize, and help drive resolutions for high-value sellers

Identify, document, and follow up on product bugs and features with engineers, owning customers’ issues

Build relationships with primary contacts across large enterprises: operations, finance, C-level execs, technical support

Communicate updates and problems to internal and external stakeholders

Analyze trends in customer issues and suggest improvements to processes, policies, and products

Contribute to up-market success through collaboration with Strategic Account Managers

You Have

Minimum of 3 years in customer service, implementation, sales or account management in a technical environment

Proven ability to work weekend shifts (Tue–Sat or Sun–Thu)

Willingness to travel up to 20% of the time

Capacity to distill complex enterprise requirements, craft tailored solutions, and explain technical solutions clearly

Advanced knowledge of Square's product suite and global feature variations (US, CA, IE, UK, AU, JP)

Technical proficiency with APIs, SDKs, and custom integration solutions

Experience with technical troubleshooting and escalation processes

Comprehensive understanding of third-party integration partnerships and ecosystem

Strong technical documentation and communication skills

Superb attention to detail and excellent time-management skills

Desire to help people and improve the customer experience

Ability to customize the support experience for high-value sellers

Comfort with ambiguity and resilience in rapid change

Curiosity about people, technology, and business, inspiring passion in others

Growth mindset, openness to feedback, and commitment to continuous improvement

Even Better

Experience in project management or implementation roles

Experience working directly with Account Management or sales functions

Experience managing complex technical projects related to seller onboarding and support

Experience with enterprise-level technical implementations and solutions

Experience filling on-call tickets directly to product and engineering teams

Experience in Risk, Integrations, APIs, Compliance, Fraud, Hardware or Networking

Block is an equal opportunity employer evaluating all employees and applicants without regard to identity or legally protected class. We consider qualified applicants with arrest or conviction records in accordance with state and local laws and “fair chance” ordinances. We provide reasonable accommodations to disabled applicants throughout the recruitment process.

We offer benefits designed to empower employees, including remote work, medical insurance, flexible time off, retirement savings plans, and more.

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