Enterprise Technical Support Specialist, Korea

📋 Description

• • As an Enterprise Technical Support Specialist for the Korean market, you will be at the forefront of ensuring our most significant clients receive unparalleled technical assistance, acting as a critical bridge between their complex needs and our internal Engineering and Product teams.
• • Your primary responsibility will be to meticulously troubleshoot and resolve intricate technical issues from their inception through to a definitive and lasting solution. This involves a deep dive into the root cause, moving beyond superficial fixes to implement durable resolutions that enhance system stability and customer satisfaction.
• • You will cultivate and maintain robust relationships with enterprise customers by providing transparent, proactive communication. This includes setting clear expectations, delivering consistent and timely updates during critical investigations and incidents, and demonstrating a commitment to resolving their challenges.
• • The role demands advanced troubleshooting capabilities across the Notion platform and its associated integrations and partner applications. This will involve the ability to accurately reproduce reported issues, formulate and test hypotheses using detailed log analysis, and develop structured test plans to validate findings.
• • You will be responsible for performing initial technical triage, analyzing client and server signals, examining logs, and assessing API behavior. Based on these findings, you will document your discoveries comprehensively and submit high-quality bug reports to the Engineering team, ensuring they include clear steps to reproduce the issue, an accurate assessment of its impact, and a well-defined scope.
• • A key aspect of this role is driving cross-functional alignment. You will actively influence priorities and timelines across Engineering, Product, and Go-To-Market (GTM) stakeholders, ensuring that customer outcomes remain the central focus and that their needs are met effectively.
• • You will take the lead in incident response activities when necessary. This includes coordinating various stakeholders, managing established escalation paths, and conducting thorough post-incident reviews. The insights gained from these reviews will be instrumental in developing new playbooks and implementing process changes to prevent future occurrences.
• • Proactively identify recurring patterns in customer issues. You will leverage customer impact narratives and supporting data to propose product and process improvements, advocating for their prioritization to drive systemic enhancements.
• • You will play a vital role in defining, tracking, and improving key operational metrics specific to enterprise support. This includes metrics such as time-to-mitigation, bug reopen rates, and support deflection. The insights derived from these metrics will be used to enhance the overall reliability and quality of issue resolution.
• • Contribute to the development and maintenance of internal knowledge bases. Additionally, you will create and refine user-facing content designed to reduce the volume of repeat customer contacts and effectively scale our support operations.
• • You will participate in an on-call rotation, providing essential support to customers outside of standard working hours, typically occurring once every few months.
• • This role requires you to independently lead cross-team, multi-phase workstreams. These initiatives could range from initial bug triage and in-depth investigation to collaborating on engineering fixes, managing rollout processes, conducting postmortems, and ensuring knowledge enablement across the team.
• • You will be instrumental in measuring and enhancing support outcomes through the diligent use of operational metrics, focusing on areas like time-to-mitigation and reopen rates, thereby contributing to the overall efficiency and effectiveness of the enterprise support function.
• • Your ability to influence priorities and timelines across different departments will be crucial in ensuring that customer-centric outcomes are consistently achieved, fostering a collaborative environment focused on delivering exceptional service.
• • You will be expected to manage tradeoffs, navigate complex stakeholder landscapes, and effectively communicate recommendations to drive critical decisions that benefit both the customer and the company.
• • The role encourages a proactive approach to identifying systemic opportunities for improvement, utilizing data and customer feedback to implement measurable enhancements in reliability, resolution quality, and overall support efficiency.