Enterprise Technical Support

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 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.

WHAT YOU'LL ACHIEVE

- 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)

SKILLS YOU'LL NEED TO BRING

- 10+ years of experience in technical support, technical account management, or similar role

- 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