Enterprise Technical Support, EMEA
Client:
Notion
Location:
Ireland
Job Category:
Other
EU work permit required:
Yes
Job Reference:
6225e8713814
Job Description:
About Us:
We're on a mission to make it possible for every person, team, and company to be able to tailor their software to solve any problem and take on any challenge. At Notion, we want to change this with focus, design, and craft.
We've been working on this together since 2016, and have customers like Pixar, Mitsubishi, Figma, Plaid, Match Group, and thousands more on this journey with us. Today, we're growing fast and excited for new teammates to join us who are the best at what they do.
About The Role:
You will work closely with our enterprise customers and engineers to resolve complex issues. You will help build out systems and processes to manage tasks from report to completion.
What You'll Achieve:
* Work closely with our largest customers providing white-glove support to solve challenging support interactions.
* Build and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfaction.
* 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 Product Operations Team.
* Respond to high-priority customer issues.
* Create and maintain internal knowledge libraries and contribute to user-facing content.
* Participate in an on-call rotation to assist customers outside of normal working hours.
Skills You'll Need to Bring:
* At least 5+ years of experience in technical support, technical account management, or a similar role.
* Excellent interpersonal and engagement skills with enterprise customers.
* Strong troubleshooting skills for desktop applications on Windows and macOS.
* Knowledge of Single Sign-On (SSO) protocols, including OAuth, SAML, and SCIM.
* Proficiency in analyzing server and client application logs to identify errors.
* Proficiency troubleshooting REST APIs.
* Strong written and verbal communication skills for technical and non-technical audiences.
* Ability to balance user expectations with policies and compliance boundaries.
* Ability to work under pressure while remaining focused and professional.
* Effective collaboration skills with peers and cross-functional teams in multiple locations.
Nice to Haves:
* Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies.
* Experience with API testing tools such as Postman.
Notion is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, colour, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic.
Please note that if you are NOT a passport holder of the country for the vacancy you might need a work permit.
Bank or payment details should not be provided when applying for a job. All applications should be made via the 'Apply now' button.
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