About the Position

Enterprise Technical Support Engineer

Location

San Francisco, California

Employment Type

Full time

Location Type

Hybrid

Department

Customer Experience

About the Role

As an 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)

Requirements

10+ years of experience in technical support, technical account management, or similar role
Experience owning and scaling support processes end-to-end to drive customer and company outcomes
Strong understanding of and experience with REST APIs
Experience advising customers on AI tool adoption
Knowledge of Single Sign-On including OAuth, SAML, and SCIM
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
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
Experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers
Intellectual curiosity and willingness to adopt AI tools to work smarter and deliver better results

Nice to Have

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)

We Offer

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.

About the Company

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.

Equal Opportunity & Accommodations

Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. 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 provides reasonable accommodations during the application process; if you need one, please let your recruiter know.

Enterprise Technical Support Engineer

Job description