Enterprise Technical Support Engineer

About the Role

Notion is seeking an Enterprise Technical Support Engineer to deliver specialized support to enterprise customers while helping build and scale support systems and processes. You'll serve as a technical liaison between our largest customers and engineering teams, troubleshooting complex issues and driving resolution. This role is based in San Francisco with required in-office presence on Mondays, Tuesdays, and Thursdays.

Responsibilities

• Provide white-glove technical support to enterprise customers, resolving complex issues with a focus on AI tool adoption and usage
• Troubleshoot advanced technical problems across the Notion platform and embedded partner applications, including desktop clients on Windows and macOS
• Reproduce customer issues, perform codebase triage, and file detailed bug reports with the engineering team
• Analyze server and client application logs to identify root causes of errors
• Build and maintain strong customer relationships, proactively closing the loop on resolutions
• Design, refine, and scale support processes to improve efficiency and effectiveness in handling complex cases
• Create and maintain internal documentation and customer-facing knowledge resources to enhance self-service support
• Collaborate cross-functionally with engineering and product teams on process improvements
• Manage key performance metrics for the support function
• Participate in an on-call rotation for high-priority customer issues outside normal business hours (approximately once every few months)
• Mentor junior team members to develop their technical expertise

Requirements

• 10+ years of experience in technical support, technical account management, or equivalent role
• Proven experience owning and scaling support processes end-to-end, including documentation creation and process improvements
• Strong understanding of and hands-on experience with REST APIs
• Experience advising customers on AI tool adoption and best practices
• Knowledge of desktop application troubleshooting on Microsoft Windows and macOS
• Familiarity with Single Sign-On technologies including OAuth, SAML, and SCIM
• Strong analytical, debugging, and problem-solving skills
• Ability to communicate complex technical issues clearly to both technical and non-technical stakeholders
• Experience balancing customer expectations with organizational policies and compliance requirements
• Ability to work effectively under pressure while maintaining professionalism and focus
• Strong collaboration skills across distributed teams in multiple office locations
• Experience mentoring junior team members

Nice to Have

• Knowledge of Linux, NoSQL, MySQL, and open-source technologies
• Experience with scripting languages such as Python, Java, JavaScript, or TypeScript
• Existing familiarity with Notion
• Experience with Knowledge-Centered Service (KCS) methodologies

Benefits

• Competitive base salary: $160,000 - $185,000 per year (based on location, role scope, and candidate experience)
• Equity compensation
• Comprehensive benefits package