AMER Enterprise Support, Notion

• At least 5-8 years of experience in technical support, technical account management, or a similar role
• Excellent interpersonal and engagement skills with enterprise customers
• Strong troubleshooting skills for desktop applications on Windows and macOS
• Knowledge of Single Sign-On (SSO) protocols, including OAuth, SAML, and SCIM
• Proficiency in analyzing server and client application logs to identify errors
• Proficiency troubleshooting REST APIs
• Strong written and verbal communication skills for technical and non-technical audiences
• Ability to balance user expectations with policies and compliance boundaries
• Ability to work under pressure while remaining focused and professional
• Effective collaboration skills with peers and cross-functional teams in multiple locations

Desirable

• You will work closely with our enterprise customers and engineers to resolve the most complex issues
• You will also help build out systems and processes to manage tasks from report to completion
• You will problem-solve with our technical teams and work to resolve customer issues while scaling our systems
• Work closely with our largest customers providing white-glove support to solve the most challenging support interactions
• Build and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfaction
• Work cross-functionally across engineering and product to build processes and manage issues
• Perform advanced troubleshooting of products and embedded partner applications
• Reproduce customer issues, perform initial codebase triage, and file bugs with Engineering
• Manage to key performance metrics defined within the Product Operations Team
• Respond to high-priority customer issues
• Create and maintain internal knowledge libraries and contribute to the creation of user-facing content
• Participate in an on-call rotation to assist customers outside of normal working hours