Enterprise Product Support Specialist

Clay Labs • New York, NY

5d

About The Position

Our customers are some of the most innovative and high-impact operators in the world. As an Enterprise Support Specialist, you’ll be the primary technical and strategic partner for Clay’s largest, most complex, and highest-value customers—ensuring their long-term success while influencing how we deliver exceptional enterprise-grade support. You’ll own relationships with enterprise accounts post-onboarding, resolve their most complex technical challenges, design tailored workflows, and partner closely with Product, Engineering, and Customer Success to deliver solutions that drive measurable outcomes. You’ll also help refine our enterprise support playbook and set the standard for operational excellence.

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.

Responsibilities

• 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 This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed