Enterprise Technical Premium Support Specialist

Enterprise Technical Premium Support Specialist 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 Premium Support Specialist, you will work as the technical parter on Notion account teams to unlock customer value. You will leverage your extensive experience guiding our largest enterprise customers, providing high-touch, technical, and strategic support. You will collaborate closely with internal teams, including Customer Success, Sales, Professional Services, and Engineering, to resolve complex AI and technical issues and ensure long-term customer retention and growth. You will shape and refine the Premium Support offering, systems, and processes, ensuring they scale as our customer base grows. WHAT YOU'LL ACHIEVE: - Provide white-glove, dedicated account support to premium enterprise customers, acting as a technical advisor and point of escalation for complex support issues - Collaborate cross-functionally with Sales, Customer Success, and Professional Services teams to develop proactive solutions to drive customer ROI with Notion and 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, with a focus on unlocking AI usage for customers - Act as a bridge between customer and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers - 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 - Engage in regular executive reviews with your customers to provide recommendations to unlock value, review pain points and technical roadmaps, and ensure the overall technical health of each account SKILLS YOU'LL NEED TO BRING: - You have at least 10+ years of experience in B2B customer-facing technical roles, such as premium support, technical account management, or solutions engineering - You have a deep understanding of customer lifecycle management, technical success strategies, and a customer-first mindset - You are adept at working cross-functionally with stakeholders across engineering, sales, and product teams to advocate for customers and drive impact - You have experience advising customers on AI tool adoption - You have extensive experience with REST APIs, log analysis, Single Sign-on protocols (including OAuth, SAML, and SCIM), and advanced troubleshooting techniques - You have a proven track record of working under pressure, managing escalations, and delivering results in a fast-paced customer-facing environment - You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity - You have a strategic mindset, able to balance immediate technical troubleshooting with long-term customer account planning and success - You have extensive experience of troubleshooting across both desktop and cloud applications on Windows, macOS, and cloud platforms - You don’t need t ... (truncated, view full listing at source)