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, focusing 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, improving 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)

10+ years of experience in technical support, technical account management, or similar role
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
Able 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
Able to balance user expectations while understanding policies and compliance boundaries
Able to work under pressure and remain focused, confident and professional
Able to collaborate effectively with peers and across teams that are located in multiple offices
Curiosity and willingness to adopt AI tools to work smarter and deliver better results.

Enterprise Technical Support

Key skills