Enterprise Technical Support

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE 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. This role will be based in San Francisco. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days. WHAT YOU'LL ACHIEVE - 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) SKILLS YOU'LL NEED TO BRING - 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 - Y