Product Support Specialist

Notion is hiring a Product Support Specialist in Hyderabad, India. This role is for someone with a few years of escalated support or technical troubleshooting experience who wants to work directly with enterprise customers and engineers on the hardest issues. You will act as the primary point of escalation for external support teams and help build the systems and processes that carry a report through to resolution.

What you will do

• Resolve customer issues using your technical expertise and serve as the primary point of escalation for external support teams.
• Reproduce customer issues, perform initial triage, and file software defects and feedback with Engineering.
• Work across engineering and product to build processes and manage issues.
• Develop deep product and platform expertise, diagnose and prevent recurring issues, and contribute to feedback loops that improve product quality and existing workflows.
• Manage to key performance metrics defined within the CX Team.
• Create and maintain internal knowledge libraries and contribute to user-facing content.

What they are looking for

• 3-5 years in a support capacity focused on escalated issues and/or technical troubleshooting.
• A track record of contributing to performance metrics such as customer satisfaction and response time.
• Strong problem-solving skills: diagnosing complex technical issues, querying data, and reviewing product logs, and driving problems to resolution efficiently.
• Proven ability to collaborate with cross-functional partners in Engineering, Product, and Operations to drive long-term solutions and make sure customer feedback informs product improvements.
• Proficiency in using AI in day-to-day work, such as drafting and refining customer responses, summarizing context, analyzing trends, and accelerating troubleshooting, with strong judgment, privacy, and quality standards.
• Experience contributing to or owning projects that optimize processes, workflows, and support operations.
• Strong organizational skills for managing multiple tasks in a fast-paced environment.
• Excellent written and verbal communication, including distilling complex technical material for non-technical audiences.
• Ability to balance user expectations with policies and compliance boundaries, and to stay focused and professional under pressure.

Nice to haves

• Strong analytical skills and an interest in interpreting data to improve decisions and outcomes.
• Experience with tools and technologies such as Zendesk, SQL databases, APIs, and AI tools.

Hours and location

This is an onsite role (#LI-Onsite) based in Hyderabad, India. You should be open to a 24/5 shift model and to participating in an on-call rotation to assist customers outside normal working hours.

About Notion

Notion is a collaborative AI workspace where teams and agents think together, bringing knowledge, projects, meetings, and AI tools into one place. Millions of individuals, small teams, and large companies run their work on Notion. The company says it cares about craft, building things that last, and the belief that great work is still fundamentally human.

AI expectations

Notion does not require deep AI expertise for every role, but expects employees to be curious, drawn to tinkering and discovery, and willing to use AI as a real collaborator in their work. Where AI fluency is a core requirement, the company says it will state so explicitly in the qualifications.

Equal opportunity and accommodations

Notion is an equal opportunity employer and does not discriminate on the basis of any legally protected characteristic. Applicants who are excited about the role but do not meet every bullet are still encouraged to apply. Notion provides reasonable accommodations during the application process; if you need one, let your recruiter know. Consistent with applicable law, qualified applicants with arrest and conviction records will be considered for employment.