Enterprise Technical Support SpecialistAs an 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 AchieveWork closely with our largest customers providing white-glove support to solve the most challenging support interactionsBuild and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfactionLead the troubleshooting and resolution of advanced technical issues across Notion's platform and embedded partner applications, with a focus on unlocking AI usage for customersAct 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 customersWork cross-functionally across engineering and product to build processes and manage issuesPerform advanced troubleshooting of products and embedded partner applicationsReproduce customer issues, perform initial codebase triage, and file bugs with EngineeringManage key performance metrics defined within the teamRespond to high-priority customer issuesCreate, refine, and scale support processes, working to improve overall support efficiency and effectiveness in handling complex, high-priority casesCollaborate on the creation and maintenance of both internal knowledge and customer-facing documentation, enhancing self-service support options for customersParticipate in an on-call rotation to assist customers outside of normal working hours (once in a few months)Skills You'll Need to Bring10+ years of experience in technical support, technical account management, or similar roleA strong understanding of and experience with REST APIsExperience advising customers on AI tool adoptionKnowledge and experience troubleshooting desktop applications on Microsoft Windows and macOSExperience advising both technical and non-technical stakeholders, and communicating complex issues with clarityKnowledge of Single Sign-On including OAuth, SAML, and SCIMStrong analytical, debugging, and problem-solving skillsAbility to analyze server and client application logs and identify the root cause of errorsStrong written and verbal communication skills and can work with both technical and non-technical audiencesAbility to balance user expectations while understanding policies and compliance boundariesAbility to work under pressure and remain focused, confident and professionalAbility to collaborate effectively with peers and across teams that are located in multiple officesCuriosity and willingness to adopt AI tools to work smarter and deliver better resultsNice to HavesKnowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologiesExperience with scripting languages such as Python, Java, JavaScript, or TypeScriptDeep existing knowledge of NotionNotion is committed to providing highly competitive cash compensation, equity, and benefits.
The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $160,000 - $180,000 per year.By clicking "Submit Application", I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion's Global Recruiting Privacy Policy.A Note on AIYou don't need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that's the case, we'll say so explicitly in the qualifications. People who thrive here don't treat AI as a novelty. They use it to think better, and make their work easier for others to build on.Equal Opportunity & AccommodationsWe hire talented people from a wide range of backgrounds.
If you're excited about this role but don't meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.