Senior Enterprise Technical Support Engineer AI & API

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

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.