Enterprise Technical Support Engineer

Notion is the collaborative AI workspace where teams and agents think together. 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 team is working to set the standard for how humans work together in the AI era.

About The Role

As an enterprise technical support engineer, 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. 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.

Responsibilities

• 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)

Requirements

• 10+ years of experience in technical support, technical account management, or similar role
• Experience owning and scaling support processes end-to-end to drive customer and company outcomes, including creating internal documentation, proposing and owning process changes, and advocating for specific customer outcomes
• 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 ability to 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
• Experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers
• Curiosity and willingness 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
• Experience operating in an organization that does Knowledge-Centered Service (KCS)

Pay

The estimated base salary range for this role is $160,000 - $185,000 per year.

Schedule

This role is based in San Francisco. We work from our offices on Mondays, Tuesdays, and Thursdays (our Anchor Days).