Enterprise Premium Support Agent, EMEA at Notion

Dublin, County Dublin, Ireland

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

In-Person location type, requiring office attendance for two Anchor Days (Mondays & Thursdays) and the majority of the week in the office (including a third day)
Full-time employment
Based in EMEA

Responsibilities

Provide white-glove, dedicated account support to enterprise customers, acting as a technical advisor and point of escalation for complex support issues
Partner with Sales, Customer Success, and Professional Services teams to ensure seamless onboarding, product adoption, and expansion for key enterprise accounts
Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications
Act as a bridge between customers and Notion’s engineering team by reproducing issues and driving resolution through detailed bug reports
Collaborate cross-functionally with Customer Success, Sales, Professional Services, Product, and Engineering to develop proactive solutions that enhance the customer experience and resolve technical challenges
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 libraries and customer-facing documentation, enhancing self-service support options for customers
Engage in regular check-ins with enterprise customers to review support trends, technical roadmaps, and ensure overall satisfaction

Skills

Key technologies and capabilities for this role

Technical SupportTroubleshootingCustomer SuccessAccount ManagementIssue ResolutionProduct OnboardingNotion PlatformEngineering CollaborationEnterprise Support

Questions & Answers

Common questions about this position

What is the work location policy for this role?

This is an in-person role where employees are required to come to the office for two Anchor Days (Mondays & Thursdays) and are requested to spend the majority of their week in the office, including a third day.

What is the salary for this position?

This information is not specified in the job description.

What skills are required for this role?

This information is not specified in the job description.

What is the company culture like at Notion?

Notion is passionate about building a diverse and creative company, is an in-person company requiring office attendance on Anchor Days and most of the week, and focuses on tailoring software to solve problems with emphasis on focus, design, and craft.

What makes a strong candidate for this Premium Support Agent role?

Strong candidates will have experience providing high-touch technical support to enterprise customers, troubleshooting complex issues, partnering cross-functionally with teams like Sales, Customer Success, and Engineering, and improving support processes.

Notion

Versatile productivity and collaboration platform

About Notion

Notion is a workspace platform designed to enhance productivity and collaboration for a wide range of users, from startups to large enterprises. It combines various tools into a single platform, allowing teams to write, plan, and share their work efficiently. Users can start with a free version and upgrade to paid plans as their needs grow. Key features include customizable notes and documents, project management tools, and a drag-and-drop interface for easy page creation. Notion also includes an AI-powered Q&A feature that provides instant answers to user queries, helping to centralize knowledge. The platform supports multiple languages and has a strong global community that contributes content and organizes events.

San Francisco, CaliforniaHeadquarters

2016Year Founded

$325.9MTotal Funding

LATE_VCCompany Stage

Enterprise Software, AI & Machine LearningIndustries

5,001-10,000Employees

Benefits

Medical, dental & vision insurance

PTO

Mental health & wellbeing package

Parental leave

Fertility coverage

Retirement matching

Commuter benefits

Monthly stipend

Risks

Increased competition from AI-enhanced tools like Evernote.

Potential trust issues with AI features due to factual inaccuracies.

User resistance to adopting new productivity tools.

Differentiation

Notion combines note-taking, task management, and databases into a single platform.

The platform offers customizable workspaces for personal and collaborative use.

Notion AI assists with tasks like text generation and predictive analytics.

Upsides

Integration with Slack and Google Drive enhances workflow automation.

Acquisition of Skiff strengthens Notion's privacy offerings.

Standalone apps like Notion Calendar expand Notion's modular productivity solutions.

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