Enterprise Technical Premium Support Specialist

Notion•San Francisco, CA

1d•$160,000 - $180,000•Onsite

About The Position

As an Enterprise Premium Support Specialist, you will work as the technical parter 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.

Requirements

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-functionally with stakeholders across engineering, sales, and product teams to advocate for customers and drive impact
You have experience advising customers on AI tool adoption
You have extensive experience with REST APIs, log analysis, Single Sign-on protocols (including OAuth, SAML, and SCIM), and advanced troubleshooting techniques
You have a proven track record of working under pressure, managing escalations, and delivering results in a fast-paced customer-facing environment
You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
You have a strategic mindset, able to balance immediate technical troubleshooting with long-term customer account planning and success
You have extensive experience of troubleshooting across both desktop and cloud applications on Windows, macOS, and cloud platforms
You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

Nice To Haves

Proficiency in scripting languages like JavaScript, Python, or Java to create custom solutions or automate processes
Strong knowledge of Linux, NoSQL, MySQL, and similar open-source technologies
Deep existing knowledge of Notion

Responsibilities

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

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