Enterprise Technical Premium Support Specialist

WHO WE ARE

Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work feels 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, humanity, and building things that last — not just shipping the next feature, but setting a standard for how modern teams (with humans and agents working together) think and execute.

ABOUT THE ROLE

As an Enterprise Premium Support Specialist, you will work as the technical partner on Notion account teams to unlock customer value. You will leverage your extensive experience guiding our largest enterprise customers, providing high-touch, technical, and strategic support. You will collaborate closely with internal teams, including Customer Success, Sales, Professional Services, and Engineering, to resolve complex AI and technical issues and ensure long-term customer retention and growth. You will shape and refine the Premium Support offering, systems, and processes, ensuring they scale as our customer base grows.

WHAT YOU'LL ACHIEVE

- Provide white-glove, dedicated account support to premium enterprise customers, acting as a technical advisor and point of escalation for complex support issues

- Collaborate cross-functionally with Sales, Customer Success, and Professional Services teams to develop proactive solutions to drive customer ROI with Notion and ensure seamless onboarding, product adoption, and expansion for key enterprise accounts

- 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 customer and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers

- 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

- Engage in regular executive reviews with your customers to provide recommendations to unlock value, review pain points and technical roadmaps, and ensure the overall technical health of each account

SKILLS YOU'LL NEED TO BRING

- You have at least 10+ years of experience in B2B customer-facing technical roles, such as premium support, technical account management, or solutions engineering

- You have a deep understanding of customer lifecycle management, technical success strategies, and a customer-first mindset

- You are adept at working cross