[Remote] Technical Account Specialist

Note: The job is a remote job and is open to candidates in USA. Square is a company that has evolved to provide integrated, omnichannel solutions for sellers. The Strategic Technical Account Specialist role focuses on managing support needs for high-value sellers, collaborating with internal teams, and ensuring timely and accurate assistance for complex seller inquiries. Responsibilities 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 Skills 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 FinTech or payments industry Deep understanding of Square's third-party partners Experience with SQL and data analysis Benefits Remote work Medical insurance Flexible time off Retirement savings plans Modern family planning Company Overview Since we opened our doors in 2009, the world of commerce has evolved immensely, and so has Square. It was founded in 2009, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is Company H1B Sponsorship Square has a track record of offering H1B sponsorships, with 257 in 2025, 253 in 2024, 260 in 2023, 297 in 2022. Please note that this does not guarantee sponsorship for this specific role.