企业技术支持工程师
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Enterprise Technical Support EngineerNotion · San Francisco, California
职位信息来自雇主公开的招聘页面。申请前请务必在雇主官网核实详情。
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发现指数 52/100，仅依据与该职位一起存储的证据计算。
- 新的雇主官方职位
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分数构成
- 时效性 （随职位发布时间变化）+18
- 雇主官方来源+15
- 远程职位+8
- 稀有职位+3
- 公司来源健康度+8
该职位未包含：已披露薪资、提及签证担保、提及搬迁、未出现在监控的职位板上。
这些理由来自雇主自己的职位描述与我们核实过的来源检查结果。除了已存储的信号之外，我们不做任何推测。
职位描述
机器翻译我们是谁 Notion 是协作式 AI 工作空间，团队和智能体在这里共同思考。我们正在打造一个统一的地方，让你的知识、项目、会议和 AI 工具并排放置，从而让工作更快速、更清晰、更少割裂。数百万个人、小型团队和大型公司都在 Notion 上运行他们的工作。 Notinos（我们的员工）是实现这一未来工作愿景的零号客户。我们重视匠心、打造经久不衰的事物，并坚信伟大的工作从根本上仍然源于人。我们的目标不是发布下一个功能。每一支 Notinos 团队都在努力为 AI 时代的人类协作树立标准。从构建企业的记录系统，到创建和管理 AI 智能体，再到自动化处理繁琐工作，我们深切关注如何让客户把更多时间用于他们毕生的事业。 关于该职位 作为一名企业技术支持工程师，你将与我们的企业客户和工程师紧密合作，解决他们最复杂的问题。你还将帮助构建系统与流程，以推动任务直至完成。你将与我们的技术团队一起解决问题，并在扩展我们的系统和支持流程的同时，尽可能多地解决问题。 该职位将常驻旧金山。我们在周一、周二和周四到办公室工作（我们的锚定日），因为面对面时我们最能一起思考和创造。我们正在寻找一位期待在这些日子里与团队并肩工作的人。 你将取得的成就 • 与我们最大的客户紧密合作，提供白手套式支持，解决最具挑战性的支持互动
• 与企业客户建立并维护牢固的关系，确保高水平的参与度和满意度
• 主导 Notion 平台及嵌入式合作伙伴应用中高级技术问题的故障排查与解决，重点关注为客户解锁 AI 使用
• 作为客户与 Notion 工程团队之间的桥梁，复现问题、通过详细的缺陷报告推动解决，并主动与客户闭环沟通
• 跨工程和产品部门协作，构建流程并管理问题
• 对产品和嵌入式合作伙伴应用执行高级故障排查
• 复现客户问题，进行初步代码库分诊，并向工程团队提交缺陷
• 管理团队内定义的关键绩效指标
• 响应高优先级客户问题
• 创建、优化并扩展支持流程，致力于提升整体支持效率，以及处理复杂、高优先级案例的有效性
• 协作创建和维护内部知识文档与面向客户的文档，增强客户的自助支持选项
• 参与值班轮换，在正常工作时间之外协助客户（每几个月一次）
你需要具备的技能
岗位职责
作为一名企业技术支持工程师，你将与我们的企业客户和工程师紧密合作，解决他们最复杂的问题。你还将帮助构建系统与流程，以推动任务直至完成。你将与我们的技术团队一起解决问题，并在扩展我们的系统和支持流程的同时，尽可能多地解决问题。 该职位将常驻旧金山。我们在周一、周二和周四到办公室工作（我们的锚定日），因为面对面时我们最能一起思考和创造。我们正在寻找一位期待在这些日子里与团队并肩工作的人。 你将取得的成就 • 与我们最大的客户紧密合作，提供白手套式支持，解决最具挑战性的支持互动
• 与企业客户建立并维护牢固的关系，确保高水平的参与度和满意度
• 主导 Notion 平台及嵌入式合作伙伴应用中高级技术问题的故障排查与解决，重点关注为客户解锁 AI 使用
• 作为客户与 Notion 工程团队之间的桥梁，复现问题、通过详细的缺陷报告推动解决，并主动与客户闭环沟通
• 跨工程和产品部门协作，构建流程并管理问题
• 对产品和嵌入式合作伙伴应用执行高级故障排查
• 复现客户问题，进行初步代码库分诊，并向工程团队提交缺陷
• 管理团队内定义的关键绩效指标
• 响应高优先级客户问题
• 创建、优化并扩展支持流程，致力于提升整体支持效率，以及处理复杂、高优先级案例的有效性
• 协作创建和维护内部知识文档与面向客户的文档，增强客户的自助支持选项
• 参与值班轮换，在正常工作时间之外协助客户（每几个月一次）
任职要求
• 10 年以上技术支持、技术客户管理或类似岗位经验
• 你拥有端到端负责并扩展支持流程的经验，以推动客户和公司的成果。这包括但不限于创建内部文档、提出并负责流程变更，以及为客户的具体成果发声
• 你对 REST API 有深入理解并有相关经验
• 你有就 AI 工具采用向客户提供建议的经验
• 你具备在 Microsoft Windows 和 macOS 上排查桌面应用问题的知识和经验
• 你有向技术和非技术利益相关者提供建议，并清晰沟通复杂问题的经验
• 你了解单点登录，包括 OAuth、SAML 和 SCIM
• 你具备强大的分析、调试和问题解决能力
• 你能够分析服务器和客户端应用日志，并识别错误的根本原因
• 你具备出色的书面和口头沟通能力，能够与技术和非技术受众合作
• 你能够在理解政策和合规边界的同时，平衡用户期望
• 你能够在压力下工作，并保持专注、自信和专业
• 你能够与位于多个办公室的同事及跨团队有效协作
• 你有指导初级团队成员以深化其技术专长，并推动业务和客户成果的经验
• 你不需要是 AI 专家，但你要有好奇心，并愿意采用 AI 工具来更聪明地工作并交付更好的结果
加分项 • 了解 Linux、API、NoSQL、MySQL 及类似开源技术
• 已深入了解 Notion
Notion 致力于提供极具竞争力的现金薪酬、股权和福利。该职位提供的薪酬将基于多种因素，例如地点、职位的范围和复杂性，以及候选人的经验和专长，并可能不同于下方提供的范围。对于常驻旧金山的职位，该职位的预估基本薪资范围为每年 $160,000 - $185,000。 点击“提交申请”，即表示我理解并同意 Notion 及其关联公司和子公司将根据 Notion 的全球招聘隐私政策收集和处理我的信息。#LI-Onsite 关于 AI 的说明 并非每个职位都需要深厚的 AI 专业知识，但我们期望每一位 Notino 都具备求知欲，热衷于动手尝试和探索，并乐于将 AI 作为工作中的真正协作者。对于某些职位，AI 熟练度是核心要求——在这种情况下，我们会在任职资格中明确说明。在这里如鱼得水的人不会把 AI 当作新奇事物。他们用它来更好地思考，并让他人更容易在他们的工作基础上继续构建。 平等机会与便利安排 我们聘用来自广泛背景的优秀人才。如果你对该职位感到兴奋，但并非每一项都符合，我们仍然鼓励你申请。Notion 是平等机会雇主，不会基于任何受法律保护的特征进行歧视。在符合适用法律的情况下，我们会考虑有逮捕和定罪记录的合格申请人。Notion 在申请过程中提供合理的便利安排；如果你需要，请告知你的招聘人员。 Notion 很自豪能成为平等机会雇主。我们在招聘或任何雇佣决定中，不会基于种族、肤色、宗教、国籍、年龄、性别（包括怀孕、分娩或相关医疗状况）、婚姻状况、血统、身体或精神残疾、遗传信息、退伍军人身份、性别认同或表达、性取向或其他适用的受法律保护特征进行歧视。Notion 在符合适用的联邦、州和地方法律的情况下，会考虑有犯罪历史的合格申请人。Notion 还致力于在我们的求职申请流程中为符合条件的残障人士和残障退伍军人提供合理的便利安排。如果你因残障需要协助或便利安排，请告知你的招聘人员。
以上内容由机器翻译自动生成，可能存在错误；投递前请以雇主原文为准。
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职位描述
Who We Are Notion is the collaborative AI workspace where teams and agents think together . 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 As a enterprise technical support engineer, you will work closely with our enterprise customers and engineers to resolve their most complex issues. You will also help build out systems and processes to manage tasks 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. This role will be based in San Francisco. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days. 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
• Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, with a focus 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, working to improve 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)
Skills You'll
岗位职责
As a enterprise technical support engineer, you will work closely with our enterprise customers and engineers to resolve their most complex issues. You will also help build out systems and processes to manage tasks 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. This role will be based in San Francisco. We work from our offices on Mondays, Tuesdays and Thursdays (our Anchor Days) because we do our best thinking and building together in person. We’re looking for someone who’s excited to work alongside the team during those days. 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
• Lead the troubleshooting and resolution of advanced technical issues across Notion’s platform and embedded partner applications, with a focus 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, working to improve 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)
任职要求
• 10+ years of experience in technical support, technical account management, or similar role
• You have experience owning and scaling support processes end-to-end to drive customer and company outcomes. This includes but is not limited to creating internal documentation, proposing and owning process changes, and advocating for specific customer outcomes
• You have a strong understanding of and experience with REST APIs
• You have experience advising customers on AI tool adoption
• You have knowledge and experience troubleshooting desktop applications on Microsoft Windows and macOS
• You have experience advising both technical and non-technical stakeholders, and communicating complex issues with clarity
• 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
• You have experience mentoring more junior team members to deepen their technical expertise and drive outcomes for the business and customers
• 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
• Deep existing knowledge of Notion
Notion is committed to providing highly competitive cash compensation, equity, and benefits. The compensation offered for this role will be based on multiple factors such as location, the role’s scope and complexity, and the candidate’s experience and expertise, and may vary from the range provided below. For roles based in San Francisco, the estimated base salary range for this role is $160,000 - $185,000 per year. 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 A Note on AI You don’t need deep AI expertise for every role, but we do expect every Notino to be intellectually curious, drawn to tinkering and discovery, and excited to use AI as a real collaborator in their work. For some roles, AI fluency is a core requirement — when that’s the case, we'll say so explicitly in the qualifications. People who thrive here don’t treat AI as a novelty. They use it to think better, and make their work easier for others to build on. Equal Opportunity & Accommodations We hire talented people from a wide range of backgrounds. If you’re excited about this role but don’t meet every bullet, we still encourage you to apply. Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Consistent with applicable law, we will consider for employment qualified applicants with arrest and conviction records. Notion provides reasonable accommodations during the application process; if you need one, please let your recruiter know. 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.