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Enterprise Technical Support, EMEA

Notion

Notion

IT, Customer Service
Dublin, Ireland
Posted on Monday, May 20, 2024

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. Computers may be our most powerful tools, but most of us can't build or modify the software we use on them every day. 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. We're passionate about building a company as diverse and creative as the millions of people Notion reaches worldwide.

About The Role:

You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem-solve with our technical teams and work to resolve customer issues while scaling our systems.

What You'll Achieve:

  • Work closely with our largest customers providing white-glove support to solve the most 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 to key performance metrics defined within the Product Operations Team.
  • Respond to high-priority customer issues.
  • Create and maintain internal knowledge libraries and contribute to the creation of 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.
  • Fluent in English.
  • 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 scripting languages such as Python, Java, JavaScript, or TypeScript.
  • 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 (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.

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