企业技术支持工程师
Enterprise Technical Support Engineer
我们是谁
Notion 是一个协作型 AI 工作空间，团队和代理可以一起思考 https://www.youtube.com/watch?v=vkpYpWfEK5s。我们正在打造一个地方，让您的知识、项目、会议和 AI 工具并存，使工作更快、更清晰、更不零散。数百万个人、小团队和大公司都在 Notion 上开展工作。
Notinos（我们的员工）是实现这一未来工作的首要客户。我们关注工艺，打造持久的事物，并相信优秀的工作本质上仍是人类的。我们的目标不是推出下一个功能。每一位 Notinos 团队都在努力设定人类在 AI 时代协作的标准。从构建企业的记录系统到创建和管理 AI 代理，再到自动化处理琐碎的工作，我们非常重视为客户节省时间，让他们专注于人生中的重要工作。
职位简介
作为企业技术支援工程师，您将与我们的企业客户和工程师紧密合作，解决他们最复杂的问题。您还将帮助建立系统和流程，以完成任务。您将与我们的技术团队一起解决问题，并在扩展我们的系统和支持流程的同时尽可能地解决问题。
该职位位于旧金山。我们在周一、周二和周四（我们的锚点日）在办公室工作，因为我们在现场一起思考和构建时表现最佳。我们寻找一位在这些日子愿意与团队一起工作的候选人。
您将取得的成果
- 与我们最大的客户密切合作，提供高端支持以解决最具挑战性的支持互动
- 建立并维护与企业客户的良好关系，确保高参与度和满意度
- 领导 Notion 平台和嵌入式合作伙伴应用中高级技术问题的排查和解决，重点是为客户解锁 AI 使用
- 作为客户与 Notion 工程团队之间的桥梁，通过重现问题、通过详细的错误报告推动解决，并主动与客户闭环沟通
- 跨工程和产品团队协作，建立流程并管理问题
- 对产品和嵌入式合作伙伴应用进行高级故障排除
- 重现客户问题，进行初步代码库分析，并向工程团队提交错误报告
- 管理关键的 per
查看英文原文
WHO WE ARE
Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion.
Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work.
ABOUT THE ROLE
As a enterprise technical support engineer, you will work closely with our enterprise customers and engineers to resolve their most complex issues. You will also help build out systems and processes to manage tasks to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes.
This role will be based in San Francisco. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days.
WHAT YOU'LL ACHIEVE
- Work closely with our largest customers providing white-glove support to solve the most challenging support interactions
- Build and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfaction
- Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, with a focus on unlocking AI usage for customers
- Act as a bridge between your customers and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers
- 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 key performance metrics defined within the team
- Respond to high-priority customer issues
- 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 and customer-facing documentation, enhancing self-service support options for customers
- Participate in an on-call rotation to assist customers outside of normal working hours (once in a few months)
SKILLS YOU'LL NEED TO BRING
- 10+ years of experience in technical support, technical account management, or similar role
- You have experience owning and scaling support processes end-to-end to drive customer and company outcomes. This includes but is not limited to creating internal documentation, proposing and owning process changes, and advocating for specific customer outcomes
- You have a strong understanding of and experience with REST APIs
- You have experience advising customers on AI tool adoption
- You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
- You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
- You have knowledge of Single Sign-On including OAuth, SAML, and SCIM
- You have strong analytical, debugging, and problem-solving skills
- You are able to analyze server and client application logs and identify the root cause of errors
- You have strong written and verbal communication skills and can work with both technical and non-technical audiences
- You are able to balance user expectations while understanding policies and compliance boundaries
- You are able to work under pressure and remain focused, confident and professional
- You are able to collaborate effectively with peers and across teams that are located in multiple offices
- You have experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results
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
- Deep existing knowledge of Notion
- Experience operating in an organization that does Knowledge-Centered Service (KCS)
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $160,000 - $185,000 per year.
By clicking “Submit Application”, I understand and agree that Notion and its affiliates and subsidiaries will collect and process my information in accordance with Notion’s Global Recruiting Privacy Policy https://notion.notion.site/Notion-Global-Recruiting-Privacy-Policy-fc3eb4e829354a26a2bb6fd5e289b550. https://dev.notion.so/a3ce416456924276a59de91bca740028?pvs=21#LI-Onsite
A NOTE ON AI
You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on.
EQUAL OPPORTUNITY & ACCOMMODATIONS
We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. Notion considers qualified applicants with criminal histories, consistent with applicable federal, state and local law. Notion is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please let your recruiter know.