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Enterprise Technical Support Engineer

Notion· Customer Experience
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Hybrid (San Francisco, California)$160k - $185kFull-timePosted 5mo ago

About the role

Enterprise-level technical support engineer role focused on resolving complex issues for Notion's largest enterprise customers, building scalable support processes, and collaborating with engineering and product teams. This position is based in San Francisco with in-office days on Mondays, Tuesdays, and Thursdays (Anchor Days) and a hybrid work setup.

Responsibilities

  • 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)

Qualifications

  • 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 root causes
  • Strong written and verbal communication skills 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
  • Collaborative across multi-office teams
  • Experience mentoring junior team members
  • Curiosity about AI tools and willingness to adopt them to work smarter

Skills

Required:Experience in technical support or technical account managementREST APIsAI tool adoption advisorySingle Sign-On (OAuth, SAML, SCIM)Desktop application troubleshooting (Windows/macOS)Communication with stakeholdersAnalytical and problem-solving skillsLog analysis and root cause identificationCuriosity about AI tools
Nice to have:Mentoring

Benefits

  • Competitive cash compensation, equity, and benefits
  • Compensation based on location, role scope, and experience
Last updated Sep 23, 2026. Interested? Apply on the company site.
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