Enterprise Technical Support Specialist - NYC

Enterprise Technical Support Specialist

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.

You will:

• 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)

Skills you'll need to bring:

• 5+ years of experience in technical support, technical account management, or similar role
• A 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 the root cause of errors
• Strong written and verbal communication skills and can 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 that are located in multiple offices
• Curiosity and willingness 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

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.

Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role's scope and complexity, and the candidate's experience and expertise, and may vary from the range provided below. This is a non-exempt position. For roles based in New York, the estimated hourly rate for this role is $63 - $71 per hour, annualized to a base salary range of $130,000 - $147,000 per year.