Enterprise Technical Support Specialist

Notion•New York, NY

2d•Onsite

About The Position

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.

Requirements

5+ 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
You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
You have strong analytical, debugging, and problem-solving skills
You are able to analyze server and client application logs and identify the root cause of errors
You have strong written and verbal communication skills and can work with both technical and non-technical audiences
You are able to balance user expectations while understanding policies and compliance boundaries
You are able to work under pressure and remain focused, confident and professional
You are able to collaborate effectively with peers and across teams that are located in multiple offices
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

Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies
Experience with scripting languages such as Python, Java, JavaScript, or TypeScript
Deep existing knowledge of Notion

Responsibilities

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 to 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)