Enterprise Technical Premium Support Specialist

About the role

Who We Are Notion is the collaborative AI workspace where teams and agents think together . 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 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. 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 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 Proficiency in scripting languages like JavaScript, Python, or Java to create custom solutions or automate processes Strong knowledge of Linux, NoSQL, MySQL, and similar open-source technologies Deep existing knowledge of Notion 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. 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 and NYLL 144 .#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.