Strategic Technical Account Specialist

TL;DR

Strategic Technical Account Specialist: Managing and resolving complex support needs for high-value U.S. sellers with an accent on cross-functional collaboration and issue resolution. Focus on identifying product bugs, driving improvements, and providing a white-glove support experience.

Location: Remote (U.S.)

Salary: $6,454–$9,685 USD per month (based on location zone)

Company

hirify.global, Inc. builds technology to increase access to the global economy, providing commerce and financial services solutions to sellers worldwide.

What you will do

• Serve as the first line of defense for support needs for U.S. Strategic accounts (phone, email, Google Meet).
• 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 customer issues.
• Manage cases created by Account Managers 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.

Requirements

• 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.
• Must be based in the U.S.
• Willingness to work a Tuesday–Saturday or Sunday–Thursday schedule to provide extended coverage.

Nice to have

• Experience managing complex projects.
• Experience filing on-call tickets directly with product and engineering teams.
• Experience with payment gateway integrations, Risk, Integrations, APIs, Compliance, Fraud, Hardware, or Networking.
• Prior experience in the FinTech or payments industry.
• Experience with SQL and data analysis.

Culture & Benefits

• Empowering environment to do your best work and build the life you want.
• Remote work options provided.
• Medical insurance, flexible time off, retirement savings plans, and modern family planning.
• Commitment to an inclusive interview experience, including reasonable accommodations for disabled applicants.
• Market-based pay approach, with pay varying based on U.S. location zones.
• Use of automated AI tools to evaluate job applications for efficiency and consistency, complying with local regulations.