Product Support Specialist

WHO WE ARE Notion is the collaborative AI workspace where teams and agents think together https://www.youtube.com/watch?v=vkpYpWfEK5s. We're building one place where your knowledge, projects, meetings, and AI tools live side by side, so work is faster, clearer, and less fragmented. Millions of individuals, small teams, and large companies run their work on Notion. Notinos (our employees) are customer zero in bringing this future of work to life. We care about craft, building things that last, and the belief that great work is still fundamentally human. Our goal isn’t to ship the next feature. Each and every team of Notinos is working to set the standard for how humans work together in the AI era. From building a business’s system of record to making and managing AI agents to automating away the busy work, we care deeply about giving our customers more time for their life’s work. ABOUT THE ROLE: You will work closely with our enterprise customers and engineers to resolve the most complex issues. You will also help build out systems and processes to manage tasks from report to completion. You will problem solve with our technical teams and work to resolve as much as you can while scaling our systems and support processes. WHAT YOU'LL ACHIEVE: - Resolve customer issues leveraging your technical expertise and act as the primary point of escalation for our external support teams. - Reproduce customer issues, perform initial triage and file software defects and feedback with Engineering - Work cross-functionally across engineering and product to build processes and manage issues. - Develop deep product and platform expertise, diagnose and prevent recurring issues while contributing to feedback loops that improve both product quality and existing workflows. - Manage to key performance metrics defined within the CX Team. - Create and maintain internal knowledge libraries and contribute to the creation of user-facing content. - Should be open to 24/5 shift model and participate in an on-call rotation to assist customers outside of normal working hours. SKILLS YOU'LL NEED TO BRING: - 3-5 years in a support capacity focusing on escalated issue and/or technical troubleshooting. A track record of contributing to performance metrics like customer satisfaction and response time. - Exceptional problem-solving skills capable of diagnosing complex technical issues, querying data, and review product logs. You can drive problems to resolution efficiently and effectively. - Proven ability to collaborate with cross-functional partners (i.e. Engineering, Product, and Operations) to drive long-term solutions and ensure customer feedback informs product improvements. - Proficiency in incorporating AI into day-to-day work (e.g., drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting) while applying strong judgment, privacy, and quality standards. - Experience contributing or owning projects to optimizing processes, workflows, and support operations that drive performance improvements. You have strong organizational skills to manage multiple tasks in a fast-paced environment. - Excellent written and verbal communication skills**.** You are capable of distilling complex, technical material to non-technical audiences. - Ability to balance user expectations with policies and compliance boundaries. Ability to work under pressure while remaining focused and professional. NICE TO HAVES: - Strong analytical skills with a passion for interpreting data to improve decision-making and outcomes. - Experience with tools and technologies like Zendesk, SQL databases, APIs, AI tools. 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 https://notion.notion.site/Notion-Global-Recruiting-Privacy-Poli