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 interactionsBuild and maintain strong relationships with enterprise customers, ensuring high levels of engagement and satisfactionWork cross-functionally across engineering and product to build processes and manage issuesPerform advanced troubleshooting of products and embedded partner applicationsReproduce customer issues, perform initial codebase triage, and file bugs with EngineeringManage to key performance metrics defined within the teamRespond to high-priority customer issuesCreate and maintain internal knowledge libraries and contribute to the creation of user-facing contentParticipate 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 roleYou have native level fluency in EnglishYou have a strong understanding of and experience with REST APIsYou have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOSYou have knowledge of Single Sign-On including OAuth, SAML, and SCIMYou have strong analytical, debugging, and problem-solving skillsYou are able to analyze server and client application logs and identify the root cause of errorsYou have strong written and verbal communication skills and can work with both technical and non-technical audiencesYou are able to balance user expectations while understanding policies and compliance boundariesYou are able to work under pressure and remain focused, confident and professionalYou are able to collaborate effectively with peers and across teams that are located in multiple officesNice to Haves:Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologiesExperience with scripting languages such as Python, Java, JavaScript, or TypeScriptFluency in Japanese and/or MandarinWe 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. 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.#LI-Onsite Apply to this Job