Enterprise Technical Support Engineer

About Us

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in‑office workdays.

As an 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.

• 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)

• 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
• Ability to analyze server and client application logs and identify root causes of errors
• Strong written and verbal communication skills, and ability to work with both technical and non‑technical audiences
• Ability to balance user expectations while understanding policies and compliance boundaries
• Ability to work under pressure and remain focused, confident and professional
• Ability to collaborate effectively with peers and across teams located in multiple offices
• Curiosity and willingness to adopt AI tools to work smarter and deliver better results

• Knowledge of Linux, APIs, No
  
  SQL, MySQL, and similar open‑source technologies
• Experience with scripting languages such as Python, Java, JavaScript, or Type Script…