Enterprise Technical Support Specialist, Korea

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 Technical Support Specialist, Korea, you will partner closely with our enterprise customers and internal Engineering/Product teams to troubleshoot complex technical issues end-to-end—from intake and scoping through root cause analysis and durable resolution. You’ll combine deep technical investigation with strong stakeholder management to drive clear updates, timely escalation when needed, and long-term improvements to the systems, tooling, and processes that make enterprise support more scalable and reliable.

In this role, you will independently lead cross-team, multi-phase workstreams (e.g., incident/bug triage → investigation → engineering fixes → rollout → postmortem → knowledge enablement), and help the team measure and improve outcomes using operational metrics (e.g., time-to-mitigation, reopen rate, deflection).

Drive alignment across Engineering, Product, and GTM stakeholders by influencing priorities and timelines to deliver customer outcomes.

WHAT YOU’LL ACHIEVE

- Deliver white-glove support to our largest customers by owning high-impact technical issues from intake to resolution, prioritizing durable fixes over temporary workarounds.

- Build strong relationships with enterprise customers through clear communication, expectation-setting, and consistent updates during investigations and incidents.

- Perform advanced troubleshooting across Notion and relevant integrations/partner applications, including reproducing issues and validating hypotheses with logs and structured test plans.

- Conduct initial technical triage (client/server signals, logs, API behavior), document findings, and file high-quality bugs with Engineering (clear steps to reproduce, impact, and scope).

- Drive cross-functional alignment with Engineering, Product, and GTM by influencing priorities and timelines to deliver customer outcomes.

- Lead incident response activities as needed: coordinate stakeholders, manage escalation paths, and run post-incident reviews that convert learnings into playbooks and process changes.

- Identify recurring issue patterns and propose product/process improvements, using customer impact narratives and data to support prioritization decisions.

- Define, track, and improve key operational metrics for enterprise support (e.g., time-to