Enterprise Product Support Specialist

About the role

Clay is looking for an Enterprise Product Support Specialist to serve as the main technical and strategic contact for their largest and most complex customers. The company helps organizations turn growth ideas into reality through creative, iterative approaches, and is already supporting thousands of customers including Anthropic, Notion, Google, and Ramp, having raised a $100M Series C in 2025 backed by Sequoia, CapitalG, and First Round and crossing $100M in revenue. In 2026, Clay announced its second employee tender offer in 9 months at a new $5B valuation. In this role, you will manage post-onboarding relationships with high-value enterprise accounts, tackle their most difficult technical problems, and create customized workflows that fit their specific needs, working hand in hand with the Product, Engineering, and Customer Success teams to deliver solutions that produce real, measurable results while helping shape and improve the enterprise support playbook.

Key facts

What you'll do

• Own enterprise-level technical cases from start to finish, handling triage and resolution so customer operations face minimal disruption.
• Serve as a trusted advisor for strategic accounts, learning their business goals and proactively suggesting workflows, configurations, and integrations.
• Act as the top subject matter expert on Clay product, advanced features, APIs, and data integration capabilities across the organization.
• Partner with the Customer Success team to deliver proactive support that strengthens long-term relationships and drives broader product adoption.
• Work closely with Product and Engineering to escalate critical issues through well-written bug reports, structured feedback, and advocacy for enterprise needs.
• Create and maintain enterprise-facing resources such as technical runbooks, playbooks, and best-practice guides for internal and customer use.
• Provide support to customers and cross-functional partners during issue escalations and incident events as they arise in production.
• Spot patterns across multiple accounts to recommend product improvements, process changes, or automation opportunities that benefit the whole customer base.
• Contribute to strategic process design, shaping how Clay supports and scales alongside its enterprise customers over time.
• Represent the voice of the enterprise customer in internal discussions, ensuring their needs inform product decisions and roadmap priorities.

Requirements

• Extensive technical expertise with APIs, complex data integrations, log analysis, and SaaS architecture as a core part of daily work.
• Ability to troubleshoot across enterprise technology stacks, including platforms like Salesforce and other major CRM and SaaS tools.
• A proven track record in enterprise SaaS support, technical account management, or solutions engineering in a professional setting.
• Experience working in a high-growth startup environment where priorities shift quickly and ownership matters more than process.
• Strong written and verbal communication skills for documenting technical findings and presenting solutions to both technical and business stakeholders.
• Familiarity with post-onboarding enterprise account management and the ability to own relationships through the full customer lifecycle.
• Comfort with ambiguity and the ability to prioritize competing demands from multiple enterprise accounts simultaneously.
• A mindset of continuous improvement, always looking for ways to refine support processes and raise the standard of service.

Nice to have

• Prior experience supporting customers in creative, marketing, or data-driven industries where innovation and iteration are central to the work.
• Exposure to community-driven products or platforms with large user bases and diverse integration ecosystems.
• Background in designing or delivering training, workshops, or enablement materials for enterprise customers and internal teams.
• Familiarity with community equity models or customer-facing programs that deepen engagement beyond the standard support relationship.

Skills & tools

• APIs and RESTful integration patterns for connecting Clay with external systems and data sources.
• Complex data integration workflows involving log analysis and SaaS architecture troubleshooting across enterprise stacks.
• Salesforce and other CRM platforms commonly used in enterprise environments for managing customer data and pipelines.
• Technical documentation and runbook creation for sharing knowledge and standardizing support processes across teams.
• Bug reporting and structured feedback workflows for communicating issues effectively to Product and Engineering teams.
• Customer Success platforms and tools for tracking account health, adoption metrics, and support case resolution.

Practical notes

• This role is based in New York and is expected to work on-site or in a hybrid arrangement as determined by the team.
• The position reports into the enterprise support organization and collaborates closely with Customer Success, Product, and Engineering.
• Candidates should expect to handle a portfolio of high-value enterprise accounts with complex technical environments and escalation needs.
• Clay offers all employees access to world-class coaches specializing in creativity, management, and personal development at no cost.

About the company

• Our community http://community. clay. com includes 11,000+ customers, 150+ integration partners, 125+ agencies, 50+ Clay clubs https://luma.