Skill Compatibility Diagnostics
Live technical match evaluated against role architecture & expected skills.
Consider reviewing the missing technical prerequisites before submitting your application.
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About the Role
As a Designated Support Engineer (DSE) at Asana, you’ll be the named technical support partner for a set of our enterprise customers. You’ll build strong, ongoing relationships through personalized support, timely case management, and deep product expertise. This is a hands-on role focused on delivering high quality, customer centric service to our most engaged users, ensuring that entitled customers receive responsive, thoughtful, and proactive support.
In addition to owning support for your assigned accounts, you’ll also contribute to broader case queues, working cross-functional with teams across Customer Support (including Technical Account Managers), Customer Success, and Product to help drive resolution and share insights. You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed.
This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner.
Key Technical Responsibilities
- check_circle Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices to accelerate adoption, optimize usage, and build long-term trusted customer relationships.
- check_circle Manage the full lifecycle of product cases for your assigned customers—triaging, troubleshooting, providing deep product knowledge, and resolving issues in partnership with internal teams.
- check_circle Provide live, scheduled video support upon request, delivering high-touch service when it matters most.
- check_circle Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends.
- check_circle Gain a strong understanding of where Support can assist your named customers, developing a positive, consultative relationship to help them transform the way they work with Asana.
- check_circle Collaborate closely with Customer Success Managers (CSMs) and Technical Account Managers (TAMs) to align on account strategy and ensure a seamless customer experience, raising issue areas or trends to your Manager.
- check_circle Monitor case volumes and SLAs across varying complexity levels, ensuring timely and premium resolution.
- check_circle Update and maintain Support’s internal knowledge base with insights from customer engagements to ensure information is up-to-date.
- check_circle Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers.
- check_circle Meet team standards for key metrics such as response time to new cases, customer satisfaction score, and number of cases resolved.
- check_circle Act as a liaison between the Product team and your customers, contributing to support documentation and product feedback sessions to help scale knowledge and inform product improvements.
- check_circle Flag potential risks or upsell opportunities based on customer signals, usage patterns, or engagement behavior.
Prerequisites & Qualifications
- check Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- check 5+ years in a technical support role (Product Support Analyst, Technical Support Engineer, Product Support Engineer, Implementation Consultant, or similar customer-facing technical troubleshooting role) in a SaaS or tech environment.
- check Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management.
- check Empathetic, curious, and committed to helping customers feel heard and supported.
- check Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps.
- check Proactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels from operations to executives.
- check Comfortable operating in ambiguous environments while maintaining a consultative approach with customers.
- check Commitment to continuous learning and adopting new technical and non-technical skills to deliver optimal solutions.
About Asana Greenhouse Board
Verified hiring organization details.
Asana is a leading enterprise work management platform designed to help teams orchestrate their work, from daily tasks to strategic initiatives. The Vancouver, BC engineering hub contributes to the development of Asana's core SaaS platform, utilizing modern web technologies and scalable architectures to support millions of global users. This hiring entity represents Asana's recruitment operations utilizing the Greenhouse applicant tracking system to onboard top-tier technical talent in Canada.