Enterprise Technical Support Engineer

Monograph; San Francisco (CA); On-site; USD 160,000 - 180,000; Full time

Job summary

Notion is seeking an enterprise technical support specialist in San Francisco to work with our largest customers. You will collaborate with engineers to resolve complex issues and scale support processes. This role emphasizes white-glove support, cross-functional collaboration, and on-call rotations.

We value deep API knowledge, AI tool adoption experience, and the ability to communicate clearly with both technical and non-technical stakeholders while maintaining high customer satisfaction.

Qualifications

• 10+ years in technical support or similar roles.
• Strong understanding of REST APIs and AI tool adoption.
• Experience troubleshooting desktop apps on Windows and macOS.
• Ability to explain complex issues to both technical and non-technical stakeholders.
• Knowledge of SSO including OAuth, SAML, SCIM.
• Excellent analytical, debugging, and problem-solving skills.
• Able to read server and client logs to identify root causes.
• Strong written and verbal communication; cross-team collaboration.
• Capable of balancing user expectations with policy and compliance.
• Calm under pressure, professional, and reliable in on-call rotations.

Responsibilities

• Work with enterprise customers delivering white-glove support for complex issues.
• Build and maintain relationships with large customers for high engagement and satisfaction.
• Lead troubleshooting and resolution of advanced technical issues across Notion and partner apps.
• Reproduce issues, write detailed bug reports, and close the loop with customers.
• Collaborate with engineering and product to build scalable support processes.
• Perform advanced troubleshooting of products and embedded partner applications.
• Create, refine, and scale internal and customer-facing knowledge bases.
• Handle high-priority customer issues and respond promptly.
• Contribute to on-call rotations to support customers outside normal hours.
• Monitor KPIs and drive improvements in support efficiency.
• Document and maintain knowledge for self-service support.
• Coordinate with cross-functional teams across multiple offices.

Skills

REST APIs

AI tool adoption

Windows/macOS troubleshooting

Stakeholder communication

SSO (OAuth, SAML, SCIM)

Analytical / debugging

Log analysis

Clear written/verbal communication

Balance user expectations / policy

Under pressure / focus

Cross-team collaboration

Curiosity about AI tools

Tools

Linux

NoSQL

MySQL

Python

Java

JavaScript

TypeScript

Job description

Who We Are

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.

About The Role

As an enterprise technical support specialist, 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)

Skills You'll Need to Bring

• 10+ years of experience in technical support, technical account management, or similar role
• You have a strong understanding of and experience with REST APIs
• You have experience advising customers on AI tool adoption
• You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
• You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
• You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
• You have strong analytical, debugging, and problem-solving skills
• You are able to analyze server and client application logs and identify the root cause of errors
• You have strong written and verbal communication skills and can work with both technical and non-technical audiences
• You are able to balance user expectations while understanding policies and compliance boundaries
• You are able to work under pressure and remain focused, confident and professional
• You are able to collaborate effectively with peers and across teams that are located in multiple offices
• You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.

Nice to Haves

• 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

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 - $180,000 per year.

A Note on AI

You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.

Equal Opportunity & Accommodations

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 is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.

Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.