Enterprise Premium Support Agent

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.

Notion is an in person company, and currently requires its employees to come to the office for two Anchor Days (Mondays & Thursdays) and requests that employees spend the majority of their week in the office (including a third day).

About The Role:

As a Premium Support Agent, you will leverage your extensive experience to work closely with 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 the most complex technical issues and drive long-term customer success. You will help shape and refine support systems and processes, ensuring they scale as our customer base grows. Additionally, you will play a pivotal role in strategic technical account management, helping customers maximize their value from Notion while ensuring alignment with business goals.

What You'll Achieve:

• Provide white-glove, dedicated account support to enterprise customers, acting as a technical advisor and point of escalation for complex support issues
• Partner with Sales, Customer Success, and Professional Services teams to 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
• Act as a bridge between customers and Notion’s engineering team by reproducing issues and driving resolution through detailed bug reports
• Collaborate cross-functionally with Customer Success, Sales, Professional Services, Product, and Engineering to develop proactive solutions that enhance the customer experience and resolve technical challenges
• 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 libraries and customer-facing documentation, enhancing self-service support options for customers
• Engage in regular check-ins with enterprise customers to review support trends, technical roadmaps, and ensure overall satisfaction

Skills You'll Need to Bring:

• You have at least 10+ years of experience in B2B customer-facing technical roles, such as technical 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 drive impactful customer outcomes
• You have extensive experience with REST APIs, log analysis, and advanced troubleshooting techniques
• You have a proven track record of working under pressure, managing escalations, and delivering results in a fast-paced, high-stakes environment
• You possess strong communication skills, capable of effectively engaging with both technical and non-technical stakeholders, from engineers to C-suite executives
• You have a strategic mindset, able to balance immediate technical troubleshooting with long-term customer account planning and success
• Fluency in written and spoken Japanese and English

Nice to Haves:

• Experience with Single Sign-on protocols, including OAuth, SAML, and SCIM
• Experience with SQL
• Proficiency in scripting languages like JavaScript, Python, or Java to create custom solutions or automate processes
• Extensive knowledge of troubleshooting across both desktop and cloud applications on Windows, macOS, and cloud platforms

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. If you need assistance or an accommodation due to a disability, please let your recruiter know.

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