Technical Account Specialist Bay Area, CA,

Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. After enabling anyone to take payments and never miss a sale, we saw sellers stymied by disparate, outmoded products and tools that wouldn't work together.

So we expanded into software and started building integrated, omnichannel solutions – to help sellers sell online, manage inventory, offer buy now, pay later functionality, book appointments, engage loyal buyers, and hire and pay staff. Across it all, we've embedded financial services tools at the point of sale, so merchants can access a business loan and manage their cash flow in one place.

Afterpay furthers our goal to provide omnichannel tools that unlock meaningful value and growth, enabling sellers to capture the next generation shopper, increase order sizes, and compete at a larger scale.

Today, we are a partner to sellers of all sizes – large, enterprise-scale businesses with complex operations, sellers just starting, as well as merchants who began selling with Square and have grown larger over time. As our sellers grow, so do our solutions. There is a massive opportunity in front of us. We're building a significant, meaningful, and lasting business, and we are helping sellers worldwide do the same.

The Technical Solutions & Services Team is seeking a Strategic Technical Account Specialist to manage the support needs of our highest-value sellers in the U.S. market. This role offers a unique opportunity to work cross-functionally with internal teams and Square's most valued sellers. Strategic Account Managers (AMs) and their sellers will submit cases to our queue, which you will own through full resolution.

An ideal candidate is comfortable engaging with multiple senior stakeholders associated with Square's largest and most complex sellers. Internally, you will collaborate with engineering, implementation, product, and support teams to ensure sellers receive timely and accurate assistance. Externally, you will partner with sellers to triage issues, gather feedback, and recommend solutions to complex questions—providing a true white-glove support experience.

• 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.

• 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 Fin Tech or payments industry.
• Deep understanding of Square's third-party partners.
• Experience…