Enterprise Technical Support

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

Nice to Haves

• Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies
• Experience with scripting languages such as Python, Java, JavaScript, or TypeScript
• Deep existing knowledge of Notion

Compensation

For roles based in San Francisco, the estimated base salary range for this role is $160,000 - $180,000 per year.