Enterprise Technical Support Engineer — AI & API Focus

Intermedia Lab; San Francisco (CA); On-site; USD 160,000 - 185,000; Full time

Job summary

Notion, based in San Francisco, seeks an Enterprise Technical Support Engineer to work closely with enterprise customers and engineers. You will solve complex issues, help scale support processes, and act as a bridge between customers and Notion engineering.

The role involves on-call rotations and collaboration across offices. You will focus on resolving challenging issues across the platform, advising customers on AI tool adoption, and building scalable support processes while maintaining high

Qualifications

• 10+ years in technical support or related roles.
• Experience scaling support processes end-to-end.
• Strong understanding of REST APIs.
• Experience advising on AI tool adoption.
• Proficient with Windows/macOS troubleshooting.
• Knowledge of SSO including OAuth, SAML, SCIM.
• Excellent written and verbal communication.
• Ability to analyze logs and diagnose root causes.
• Mentor junior engineers and collaborate cross-division.
• Willing to work on-call and outside hours occasionally.

Responsibilities

• Provide white-glove support to enterprise customers and engineers.
• Build and optimize support processes to scale with growth.
• Troubleshoot advanced technical issues across Notion platform and partner apps.
• Reproduce issues, file bugs, and close the loop with customers.
• Collaborate with engineering and product to improve processes.
• Manage key performance metrics for the team.
• Respond to high-priority customer issues efficiently.
• Create and maintain internal and customer-facing documentation.
• Participate in on-call rotations as needed.

Skills

10+ years in technical support

REST APIs

AI tool adoption

Windows/macOS troubleshooting

Stakeholder communication

SAML/OAuth/SCIM

Log analysis

Cross-functional collaboration

Mentoring juniors

On-call support

Education

Bachelor's degree or equivalent

Job description

Notion, based in San Francisco, seeks an Enterprise Technical Support Engineer to work closely with enterprise customers and engineers. You will solve complex issues, help scale support processes, and act as a bridge between customers and Notion engineering.

The role involves on-call rotations and collaboration across offices. You will focus on resolving challenging issues across the platform, advising customers on AI tool adoption, and building scalable support processes while maintaining high