Enterprise Technical Premium Support Specialist, Notion
$160-180k
2+ days a week in office
The connected workspace for your docs, projects, knowledge, and AI
Be an early applicant
The connected workspace for your docs, projects, knowledge, and AI
1001+ employees
Be an early applicant
$160-180k
2+ days a week in office
1001+ employees
Company mission
To make it possible for everyone to shape the tools that shape their lives.
Role
Who you are
- You have at least 10+ years of experience in B2B customer-facing technical roles, such as premium support, technical account management, or solutions engineering
- You have a deep understanding of customer lifecycle management, technical success strategies, and a customer-first mindset
- You are adept at working cross-functionally with stakeholders across engineering, sales, and product teams to advocate for customers and drive impact
- You have experience advising customers on AI tool adoption
- You have extensive experience with REST APIs, log analysis, Single Sign-on protocols (including OAuth, SAML, and SCIM), and advanced troubleshooting techniques
- You have a proven track record of working under pressure, managing escalations, and delivering results in a fast-paced customer-facing environment
- You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
- You have a strategic mindset, able to balance immediate technical troubleshooting with long-term customer account planning and success
- You have extensive experience of troubleshooting across both desktop and cloud applications on Windows, macOS, and cloud platforms
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results
- If you’re excited about a role but your past experience doesn’t align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you’re a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you
Desirable
- Proficiency in scripting languages like JavaScript, Python, or Java to create custom solutions or automate processes
- Strong knowledge of Linux, NoSQL, MySQL, and similar open-source technologies
- Deep existing knowledge of Notion
What the job involves
- As an Enterprise Premium Support Specialist, you will work as the technical partner on Notion account teams to unlock customer value. You will leverage your extensive experience guiding our largest enterprise customers, providing high-touch, technical, and strategic support
- You will collaborate closely with internal teams, including Customer Success, Sales, Professional Services, and Engineering, to resolve complex AI and technical issues and ensure long-term customer retention and growth. You will shape and refine the Premium Support offering, systems, and processes, ensuring they scale as our customer base grows
- Provide white-glove, dedicated account support to premium enterprise customers, acting as a technical advisor and point of escalation for complex support issues
- Collaborate cross-functionally with Sales, Customer Success, and Professional Services teams to develop proactive solutions to drive customer ROI with Notion and ensure seamless onboarding, product adoption, and expansion for key enterprise accounts
- Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, with a focus on unlocking AI usage for customers
- Act as a bridge between customer and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers
- Create, refine, and scale support processes, working to improve overall support efficiency and effectiveness in handling complex, high-priority cases
- Collaborate on the creation and maintenance of both internal knowledge and customer-facing documentation, enhancing self-service support options for customers
- Engage in regular executive reviews with your customers to provide recommendations to unlock value, review pain points and technical roadmaps, and ensure the overall technical health of each account
Our take
Managing busy workflows using fragmented systems can be a headache for both individuals and businesses. Notion aims to combat this problem by enabling users to work from one central hub, customizing their workflows to suit their exact needs. This includes managing files, scheduling tasks, saving documents, writing to-do-lists, and setting reminders.
The company counts enterprise companies such as McDonald’s, The Wall Street Journal, Verizon, Samsung, and IBM as its customers. In spite of economic uncertainty, Notion reached a $2B valuation in 2020, helped by record signups as more people were forced to work from home. Its value has since risen to over 5 times this value, an impressive reflection of its success.
The company has also made a number of strategic acquisitions that, coupled with its enormous market value and enviable customer list, have Notion well-placed to continue dominating the market. However, with a growing wave of competitors emerging, including offerings like Microsoft Loop, Notion will need to keep innovating and evolving to maintain its edge and stay ahead in an increasingly crowded market.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Oct 2021
$275m
LATE VC
Apr 2020
$50m
LATE VC
Total funding: $335m
Company HQ
Yerba Buena, San Francisco, CA
Leadership
Ivan Zhao
(CEO)Ivan worked for Inkling for 2 years in Product, but was disappointed by the lack of a simple way of collaborating on projects. To fit this need, he co-founded Notion in 2013, serving as CEO since.
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