Product Support Specialist

The role

You will work with enterprise customers and engineers to resolve complex issues. You will also build systems and processes to manage tasks from report to completion.

What you will do

• Resolve customer issues leveraging technical expertise.
• Act as the primary point of escalation for external support teams.
• Reproduce customer issues and perform initial triage.
• File software defects and feedback with Engineering.
• Work cross-functionally across engineering and product to build processes and manage issues.
• Develop product and platform expertise to diagnose and prevent recurring issues.
• Manage to key performance metrics defined within the CX Team.
• Create and maintain internal knowledge libraries.
• Contribute to the creation of user-facing content.

Required qualifications

• 3-5 years in a support capacity focusing on escalated issue and/or technical troubleshooting.
• Track record of contributing to performance metrics like customer satisfaction and response time.
• Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and review product logs.
• Proven ability to collaborate with cross-functional partners.
• Proficiency in incorporating AI into day-to-day work.
• Experience contributing or owning projects to optimizing processes, workflows, and support operations.
• Strong organizational skills to manage multiple tasks in a fast-paced environment.
• Excellent written and verbal communication skills.
• Ability to distill complex, technical material to non-technical audiences.
• Ability to balance user expectations with policies and compliance boundaries.
• Ability to work under pressure while remaining focused and professional.

Nice to have

• Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes.
• Experience with tools and technologies like Zendesk, SQL databases, APIs, AI tools.

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.