Enterprise Technical Support Engineer

About the role

As a 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. 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.

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
• 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
• 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
• You have experience owning and scaling support processes end-to-end to drive customer and company outcomes. This includes but is not limited to creating internal documentation, proposing and owning process changes, and advocating for specific customer outcomes
• You have a strong understanding of and experience with REST APIs
• You have experience advising customers on AI tool adoption
• You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
• You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
• You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
• You have strong analytical, debugging, and problem-solving skills
• You are able to analyze server and client application logs and identify the root cause of errors
• You have strong written and verbal communication skills and can work with both technical and non-technical audiences
• You are able to balance user expectations while understanding policies and compliance boundaries
• You are able to work under pressure and remain focused, confident and professional
• You are able to collaborate effectively with peers and across teams that are located in multiple offices
• You have experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers

Qualifications

• 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

We are 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 - $185,000 per year.