Enterprise Technical Support Specialist at Notion

Hyderabad, Telangana, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SaaSIndustries

Requirements

At least 3-5 years of experience in technical support, technical account management, or a similar role
Excellent interpersonal and engagement skills with enterprise customers
Strong troubleshooting skills for desktop applications on Windows and macOS
Knowledge of Single Sign-On (SSO) protocols, including OAuth, SAML, and SCIM
Proficiency in analyzing server and client application logs to identify errors
Proficiency troubleshooting REST APIs
Strong written and verbal communication skills for technical and non-technical audiences
Ability to balance user expectations with policies and compliance boundaries
Ability to work under pressure while remaining focused and professional
Effective collaboration skills with peers and cross-functional teams in multiple locations
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
Experience with API testing tools such as Postman

Responsibilities

Work closely with enterprise customers and engineers to resolve the most complex issues
Build out systems and processes to manage tasks from report to completion
Provide white-glove support to largest customers to solve the most challenging support interactions
Build and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfaction
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 to key performance metrics defined within the Product Operations Team
Respond to high-priority customer issues
Create and maintain internal knowledge libraries and contribute to the creation of user-facing content

Skills

Key technologies and capabilities for this role

Technical SupportTechnical Account ManagementTroubleshootingIssue ReproductionCodebase TriageBug FilingCross-functional CollaborationCustomer Relationship ManagementKnowledge Base ManagementPerformance Metrics

Questions & Answers

Common questions about this position

What is the work location or remote policy for this role?

The position is hybrid, requiring all team members to work from Notion's offices on Mondays and Thursdays, designated as Anchor Days, with certain teams or positions possibly needing additional in-office days.

What are the key skills required for this Enterprise Technical Support Specialist role?

Key skills include 3-5 years of experience in technical support or similar roles, strong troubleshooting for Windows and macOS desktop apps, knowledge of SSO protocols like OAuth, SAML, and SCIM, proficiency in analyzing logs, troubleshooting REST APIs, and excellent communication and collaboration skills.

What does Notion's company culture emphasize?

Notion emphasizes in-person collaboration as essential to its culture, requiring office work on designated Anchor Days.

What salary or compensation information is provided for this position?

This information is not specified in the job description.

What makes a strong candidate for this role at Notion?

A strong candidate has 3-5 years in technical support or account management, excellent troubleshooting skills for desktop apps, SSO, logs, and REST APIs, plus strong communication and collaboration abilities; nice-to-haves include Linux knowledge, scripting in Python/JavaScript, and API tools like Postman.

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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