Notion · San Francisco
Enterprise Technical Support Engineer
WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge, projects, meetings, a...
WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together. We're building one place where your knowledge,
projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals,
small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last,
and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of
Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to
making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their
life’s work.
ABOUT THE ROLE
As a enterprise technical support engineer, 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.
This role will be based in San Francisco. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we
do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during
those days.
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
- 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)
SKILLS YOU'LL NEED TO BRING
10+ years of experience in technical support, technical account management, or similar role
- You have experience owning and scaling support processes end-to-end to drive customer and company outcomes. This includes but
is not limited to creating internal documentation, proposing and owning process changes, and advocating for specific customer
outcomes
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 have experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business
and customers
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
Experience operating in an organization that does Knowledge-Centered Service (KCS)
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. For roles based in San Francisco, the estimated base salary range for this
role is $160,000 - $185,000 per year.
By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process
my information in accordance with Notion’s Global Recruiting Privacy Policy. #LI-Onsite
A NOTE ON AI
You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering
and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when
that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to
think better, and make their work easier for others to build on.
EQUAL OPPORTUNITY & ACCOMMODATIONS
We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still
encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected
characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction
records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter
know.
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.