Enterprise Technical Premium Support Specialist

Enterprise Premium Support Specialist

As an Enterprise Premium Support Specialist, you will work as the technical partner 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.

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.

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 to be an AI expert, but you're curious and willing to adopt AI tools to work smarter and deliver better results.

We hire talented and passionate people from a variety of backgrounds because we want our global employee base to represent the wide diversity of our customers. If you're excited about a role but your past experience doesn't align perfectly with every bullet point listed in the job description, we still encourage you to apply. If you're a builder at heart, share our company values, and enthusiastic about making software toolmaking ubiquitous, we want to hear from you.

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.

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 or New York City, the estimated base salary range for this role is $160,000 - $180,000 per year.