Enterprise Technical Support Specialist

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 and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

ABOUT THE ROLE:

You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report 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.

WHAT YOU'LL ACHIEVE:

- 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.

- 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 Product Operations Team.

- Respond to high-priority customer issues.

- Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.

SKILLS YOU'LL NEED TO BRING:

- At least 3-5 years of experience in technical support, technical account management, or a similar role.

- Excellent interpersonal and engagement skills with enterprise customers.

- Strong troubleshooting skills for desktop applications on Windows and macOS.

- Knowledge of Single Sign-On (SSO) protocols, including OAuth, SAML, and SCIM.

- Proficiency in analyzing server and client application logs to identify errors.

- Proficiency troubleshooting REST APIs

- Strong written and verbal communication skills for technical and non-technical audiences.

- Ability to balance user expectations with policies and compliance boundaries.

- Ability to work under pressure while remaining focused and professional.

- Effective collaboration skills with peers and cross-functional teams in multiple locations.

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.

- Experience with API testing tools such as Postman

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, 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.

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