Enterprise Technical Support Engineer

About the role

As a 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.

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
• A strong understanding of and experience with REST APIs
• Experience advising customers on AI tool adoption
• 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
• The ability to analyze server and client application logs and identify the root cause of errors
• Strong written and verbal communication skills and can work with both technical and non-technical audiences
• The ability to balance user expectations while understanding policies and compliance boundaries
• The ability to work under pressure and remain focused, confident and professional
• The ability to collaborate effectively with peers and across teams that are located in multiple offices

Qualifications

• You are able to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in your work
• You have knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies
• You have experience with scripting languages such as Python, Java, JavaScript, or TypeScript
• You have deep existing knowledge of Notion

Benefits

We provide 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.

Pay

The estimated base salary range for this role is $160,000 - $180,000 per year.

Schedule

We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person.