Enterprise Technical Support Specialist, Sydney

About Us:

Notion helps you build beautiful tools for your life’s work. In today's world of endless apps and tabs, Notion provides one place for teams to get everything done, seamlessly connecting docs, notes, projects, calendar, and email—with AI built in to find answers and automate work. Millions of users, from individuals to large organizations like Toyota, Figma, and OpenAI, love Notion for its flexibility and choose it because it helps them save time and money.

In-person collaboration is essential to Notion's culture. We require all team members to work from our offices on Mondays and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.

About The Role:

In this role, you’ll work closely with our enterprise customers and engineering teams to resolve complex technical issues. You'll play a key role in building and refining the systems and processes that guide tasks from initial report to resolution. Beyond troubleshooting, you’ll collaborate with technical teams to proactively solve problems and contribute to scaling both our infrastructure and support operations.

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 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 (once in a few months)

Skills You'll Need to Bring:

• At least 6+ years of experience in technical support, technical account management, or a similar role

• You have native level fluency in English

• You have a strong understanding of and experience with REST APIs

• You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS

• You have knowledge of Single Sign-On including OAuth, SAML, and SCIM

• You have strong analytical, debugging, and problem-solving skills

• You are able to analyze server and client application logs and identify the root cause of errors

• You have strong written and verbal communication skills and can work with both technical and non-technical audiences

• You are able to balance user expectations while understanding policies and compliance boundaries

• You are able to work under pressure and remain focused, confident and professional

• You are able to collaborate effectively with peers and across teams that are located in multiple offices

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

• Fluency in Japanese and/or Mandarin

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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