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.

• 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

• 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

• 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.