Enterprise Technical Support Engineer

The role

You will work with enterprise customers and engineers to resolve complex issues. You will also build systems and processes to manage tasks and scale support.

What you will do

• Provide white-glove support to largest customers to solve challenging interactions
• Build and maintain strong relationships with enterprise customers
• Lead troubleshooting and resolution of advanced technical issues across Notion and partner applications
• Act as a bridge between customers and engineering teams by reproducing issues and filing bug reports
• Work cross-functionally across engineering and product to build processes
• Perform advanced troubleshooting of products and embedded partner applications
• Reproduce customer issues and perform initial codebase triage
• Manage key performance metrics
• Respond to high-priority customer issues
• Create, refine, and scale support processes

Required qualifications

• 10+ years of experience in technical support, technical account management, or similar role
• Experience owning and scaling support processes end-to-end
• Strong understanding of and experience with REST APIs
• Experience advising customers on AI tool adoption
• Knowledge of Single Sign-On including OAuth, SAML, and SCIM
• Knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
• Experience advising both technical and non-technical stakeholders
• Strong analytical, debugging, and problem-solving skills
• Ability to analyze server and client application logs to identify root cause of errors
• Strong written and verbal communication skills
• Ability to balance user expectations while understanding policies and compliance boundaries
• Experience mentoring more junior team members

Nice to have

• 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
• Experience operating in an organization that does Knowledge-Centered Service (KCS)

Benefits

• Cash compensation
• Equity

About the company

Notion is the collaborative AI workspace where teams and agents think together. Millions of individuals, small teams, and large companies run their work on Notion.