The opportunity
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.
What you'll do
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
What they're looking for
- 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
