Enterprise Technical Support Engineer

About this role

Notion seeks an experienced Enterprise Technical Support Engineer to deliver white-glove support to enterprise customers, troubleshooting complex platform issues and serving as a bridge between customers and engineering teams. You'll own the full lifecycle of technical problem resolution, build scalable support processes, and help customers adopt AI features effectively.

What you'll do

• Provide advanced technical support to enterprise customers, troubleshooting complex issues across Notion and partner applications
• Reproduce customer issues, perform codebase triage, and file detailed bug reports with engineering teams
• Build and maintain strong relationships with key enterprise accounts, ensuring high satisfaction and engagement
• Lead cross-functional efforts to create and refine support processes for handling high-priority cases
• Participate in on-call rotation for after-hours support and respond to critical customer issues
• Create and maintain internal and customer-facing documentation to improve self-service support options

What they're looking for

• 10+ years technical support or technical account management experience
• REST API knowledge and troubleshooting expertise
• Experience advising customers on AI tool adoption
• Desktop application troubleshooting (Windows and macOS)
• SSO protocols (OAuth, SAML, SCIM)
• Log analysis and root cause debugging
• Clear communication with both technical and non-technical stakeholders
• Ability to work under pressure while managing competing priorities

Benefits

• Work with Notion's largest and most strategic enterprise customers
• Hybrid work arrangement with in-office anchor days (Mon, Tue, Thu) in San Francisco
• Opportunity to influence product and engineering decisions through customer feedback
• Exposure to AI adoption and advanced workspace technology
• Cross-functional collaboration with engineering and product teams

Likely interview questions

• Tell us about your most complex technical support case and how you drove resolution with an engineering team.
• How would you approach advising a non-technical stakeholder about a complex API integration issue?