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, Tuesdays, and Thursdays, our designated Anchor Days. Certain teams or positions may require additional in-office workdays.
About the Role:
As an Enterprise Technical Support Specialist, Korea, you will partner closely with our enterprise customers and internal Engineering/Product teams to troubleshoot complex technical issues end-to-end—from intake and scoping through root cause analysis and durable resolution. You’ll combine deep technical investigation with strong stakeholder management to drive clear updates, timely escalation when needed, and long-term improvements to the systems, tooling, and processes that make enterprise support more scalable and reliable.
In this role, you will independently lead cross-team, multi-phase workstreams (e.g., incident/bug triage → investigation → engineering fixes → rollout → postmortem → knowledge enablement), and help the team measure and improve outcomes using operational metrics (e.g., time-to-mitigation, reopen rate, deflection).
Drive alignment across Engineering, Product, and GTM stakeholders by influencing priorities and timelines to deliver customer outcomes.
What You’ll Achieve:
- Deliver white-glove support to our largest customers by owning high-impact technical issues from intake to resolution, prioritizing durable fixes over temporary workarounds.
- Build strong relationships with enterprise customers through clear communication, expectation-setting, and consistent updates during investigations and incidents.
- Perform advanced troubleshooting across Notion and relevant integrations/partner applications, including reproducing issues and validating hypotheses with logs and structured test plans.
- Conduct initial technical triage (client/server signals, logs, API behavior), document findings, and file high-quality bugs with Engineering (clear steps to reproduce, impact, and scope).
- Drive cross-functional alignment with Engineering, Product, and GTM by influencing priorities and timelines to deliver customer outcomes.
- Lead incident response activities as needed: coordinate stakeholders, manage escalation paths, and run post-incident reviews that convert learnings into playbooks and process changes.
- Identify recurring issue patterns and propose product/process improvements, using customer impact narratives and data to support prioritization decisions.
- Define, track, and improve key operational metrics for enterprise support (e.g., time-to-mitigation, bug reopen rate, deflection), and use insights to improve reliability and resolution quality.
- Create and maintain internal knowledge bases and contribute to user-facing content that reduces repeat contacts and scales support.
- Participate in an on-call rotation to support customers outside of normal working hours (once every few months).
Skills You'll Need to Bring:
- 8+ years’ experience in technical support, technical account management, or a similar role
- You are a native-level Korean speaker with business-level English proficiency (including spoken English)
- You have a strong understanding of and experience with REST APIs
- You have experience troubleshooting desktop applications on Microsoft Windows and macOS
- You have knowledge of single sign-on (SSO), including OAuth, SAML, and SCIM
- You have strong analytical, debugging, and problem-solving skills
- You can 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 can balance user expectations while understanding policies and compliance boundaries
- You can work under pressure and remain focused, confident, and professional
- You can collaborate effectively with peers and cross-functional teams across multiple offices
- Proven experience leading cross-team initiatives (Engineering/Product/GTM) from problem definition to rollout, including managing tradeoffs, timelines, and stakeholder expectations.
- Strong organizational judgment: ability to identify decision-makers, drive alignment, and escalate effectively with clear options and recommendations.
- Ability to translate ambiguous customer/technical signals into structured problem statements, hypotheses, and investigation plans.
- Program/project leadership: run multi-week or multi-month workstreams (process, tooling, knowledge, quality), not only individual tickets.
- Use metrics to identify systemic opportunities and deliver measurable improvements in reliability, resolution quality, and time-to-mitigation for enterprise incidents.
- You don’t need to be an AI expert, but you’re curious and willing to adopt AI tools to work smarter and deliver better results.
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 building support operations processes (incident management, change management, escalation policy) and rolling them out across teams.
- Experience partnering with Product to drive product improvements based on enterprise support insights.
- Fluency in Japanese 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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