Network Support Engineer building and managing a new DevOps team at DXC Technology. Leading troubleshooting and supporting network technologies for a mature enterprise client.
About the role
- Enterprise Technical Support Specialist providing advanced technical support to Notion's enterprise customers. Focused on troubleshooting complex issues and enhancing satisfaction and engagement.
Responsibilities
- 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
- Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, focusing on unlocking AI usage for customers
- Act as a bridge between your customers and Notion engineering teams by reproducing issues, driving resolution through detailed bug reports, and closing the loop proactively with your customers
- 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 team
- Respond to high-priority customer issues
- Create, refine, and scale support processes, improving overall support efficiency and effectiveness in handling complex, high-priority cases
- Collaborate on the creation and maintenance of both internal knowledge and customer-facing documentation, enhancing self-service support options for customers
- Participate in an on-call rotation to assist customers outside of normal working hours (once in a few months)
Requirements
- 10+ years of experience in technical support, technical account management, or similar role
- Strong understanding of and experience with REST APIs
- Experience advising customers on AI tool adoption
- Knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
- Experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
- Knowledge of Single Sign-On including OAuth, SAML, and SCIM
- Strong analytical, debugging, and problem-solving skills
- Able to analyze server and client application logs and identify the root cause of errors
- Strong written and verbal communication skills and ability to work with both technical and non-technical audiences
- Able to balance user expectations while understanding policies and compliance boundaries
- Able to work under pressure and remain focused, confident and professional
- Able to collaborate effectively with peers and across teams that are located in multiple offices
- Curiosity and willingness to adopt AI tools to work smarter and deliver better results.
Benefits
- Not specified
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