Enterprise Technical Support Specialist, Korea

Enterprise Technical Support Specialist, Korea ABOUT US: Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money. In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays. ABOUT THE ROLE: As an Enterprise Technical Support Specialist, Korea, you will partner closely with our enterprise customers and internal Engineering/Product teams to troubleshoot complex technical issues end-to-end—from intake and scoping through root cause analysis and durable resolution. You’ll combine deep technical investigation with strong stakeholder management to drive clear updates, timely escalation when needed, and long-term improvements to the systems, tooling, and processes that make enterprise support more scalable and reliable. In this role, you will independently lead cross-team, multi-phase workstreams (e.g., incident/bug triage → investigation → engineering fixes → rollout → postmortem → knowledge enablement), and help the team measure and improve outcomes using operational metrics (e.g., time-to-mitigation, reopen rate, deflection). Drive alignment across Engineering, Product, and GTM stakeholders by influencing priorities and timelines to deliver customer outcomes. WHAT YOU’LL ACHIEVE: - Deliver white-glove support to our largest customers by owning high-impact technical issues from intake to resolution, prioritizing durable fixes over temporary workarounds. - Build strong relationships with enterprise customers through clear communication, expectation-setting, and consistent updates during investigations and incidents. - Perform advanced troubleshooting across Notion and relevant integrations/partner applications, including reproducing issues and validating hypotheses with logs and structured test plans. - Conduct initial technical triage (client/server signals, logs, API behavior), document findings, and file high-quality bugs with Engineering (clear steps to reproduce, impact, and scope). - Drive cross-functional alignment with Engineering, Product, and GTM by influencing priorities and timelines to deliver customer outcomes. - Lead incident response activities as needed: coordinate stakeholders, manage escalation paths, and run post-incident reviews that convert learnings into playbooks and process changes. - Identify recurring issue patterns and propose product/process improvements, using customer impact narratives and data to support prioritization decisions. - Define, track, and improve key operational metrics for enterprise support (e.g., time-to-mitigation, bug reopen rate, deflection), and use insights to improve reliability and resolution quality. - Create and maintain internal knowledge bases and contribute to user-facing content that reduces repeat contacts and scales support. - Participate in an on-call rotation to support customers outside of normal working hours (once every few months). SKILLS YOU'LL NEED TO BRING: - 8+ years’ experience in technical support, technical account management, or a similar role - You are a native-level Korean speaker with business-level English proficiency (including spoken English) - You have a strong understanding of and experience with REST APIs - You have experience troubleshooting desktop applications on Microsoft Windows and macOS - You have knowledge of single sign-on (SSO), including OAuth, SAML, and SCIM - You have strong analytical, debugging, and problem-solving skills - You ca ... (truncated, view full listing at source)