Enterprise Technical Support, German, EMEADublin, Ireland
About Us:We're on a mission to make it possible for every person, team, and company to tailor their software to solve any problem and take on any challenge. At Notion, we want to change this with focus, design, and craft.
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.
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.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 to key performance metrics defined within the Product Operations Team.Respond to high-priority customer issues.Create and maintain internal knowledge libraries and contribute to the creation of user-facing content.Participate in an on-call rotation to assist customers outside of normal working hours.Skills You'll Need to Bring:At least 3-5 years of experience in technical support, technical account management, or a similar role.Excellent interpersonal and engagement skills with enterprise customers.Fluent in English and German is a must.Strong troubleshooting skills for desktop applications on Windows and macOS.Knowledge of Single Sign-On (SSO) protocols, including OAuth, SAML, and SCIM.Proficiency in analyzing server and client application logs to identify errors.Proficiency troubleshooting REST APIs.Strong written and verbal communication skills for technical and non-technical audiences.Ability to balance user expectations with policies and compliance boundaries.Ability to work under pressure while remaining focused and professional.Effective collaboration skills with peers and cross-functional teams in multiple locations.Nice to Haves:Knowledge of Linux, APIs, NoSQL, MySQL, and similar open-source technologies.Experience with API testing tools such as Postman.
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