Enterprise Technical Support, Notion

• 10+ years of experience in technical support, technical account management, or similar role
• You have a strong understanding of and experience with REST APIs
• You have experience advising customers on AI tool adoption
• You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
• You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
• You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
• You have strong analytical, debugging, and problem-solving skills
• You are able to analyze server and client application logs and identify the root cause of errors
• You have strong written and verbal communication skills and can work with both technical and non-technical audiences
• You are able to balance user expectations while understanding policies and compliance boundaries
• You are able to work under pressure and remain focused, confident and professional
• You are able to collaborate effectively with peers and across teams that are located in multiple offices
• 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

Desirable

• As a enterprise technical support specialist, you will work closely with our enterprise customers and engineers to resolve their most complex issues
• You will also help build out systems and processes to manage tasks to completion
• You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes
• 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
• 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 your customers and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers
• 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 key performance metrics defined within the team
• Respond to high-priority customer issues
• 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
• Participate in an on-call rotation to assist customers outside of normal working hours (once in a few months)