Enterprise Technical Support (SaaS)

Location: San Francisco, California; hybrid work with office attendance on Mondays, Tuesdays, and Thursdays

Base salary: $160,000–$185,000 per year for roles based in San Francisco, plus equity and benefits.

Company

Notion is a collaborative AI workspace that brings knowledge, projects, meetings, and AI tools together for individuals, teams, and enterprises.

What you will do

• Provide white-glove technical support for enterprise customers and resolve high-priority, complex issues.
• Lead troubleshooting across Notion’s platform and embedded partner applications, with a focus on enabling customer AI usage.
• Reproduce customer issues, perform initial codebase triage, analyze logs, and create detailed bug reports for Engineering.
• Act as a bridge between enterprise customers, Engineering, Product, and other cross-functional teams.
• Build, refine, and scale support processes, internal knowledge, and customer-facing documentation.
• Track team performance metrics and participate in an on-call rotation several times per year.

Requirements

• 10+ years of experience in technical support, technical account management, or a similar role.
• Experience owning and scaling support processes end to end, including documentation and process improvements.
• Strong understanding of REST APIs and experience troubleshooting desktop applications on Microsoft Windows and macOS.
• Knowledge of Single Sign-On technologies including OAuth, SAML, and SCIM.
• Experience advising technical and non-technical stakeholders, analyzing server and client logs, and identifying root causes.
• Experience mentoring junior team members and collaborating across teams in multiple offices.

Nice to have

• Knowledge of Linux, NoSQL, MySQL, and open-source technologies.
• Experience with Python, Java, JavaScript, or TypeScript scripting.
• Deep knowledge of Notion or experience with Knowledge-Centered Service.

Culture & Benefits

• Hybrid collaboration with designated in-office Anchor Days.
• Highly competitive cash compensation, equity, and benefits.
• Opportunities to use AI tools as part of everyday work and customer support.
• Reasonable accommodations are available during the application process.