Designated Support Engineer

Decisive Point; Dublin; Hybrid; EUR 57,000 - 75,000; Full time

Benefits offered by this job

Mental health, wellness & fitness

Career coaching & support

Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options

Job summary

Asana is seeking a Designated Support Engineer (DSE) to be the named technical support partner for a set of enterprise customers in our Dublin office. You will own the full lifecycle of product cases, provide deep product knowledge, and deliver high-touch support including live video sessions.

You will collaborate with CS, TAMs, and Product to drive resolution, share insights, and contribute to a scalable knowledge base.

Qualifications

• 5+ years in a technical support role within a SaaS or tech environment.
• Troubleshoot authentication (SSO/SAML/native), browser behavior, API & integrations, and user access management.
• Proactive, clear written and verbal English communication across all levels.

Responsibilities

• Serve as the named support partner for designated customers, guiding on issues, features and best practices.
• Manage the full lifecycle of product cases—triage, troubleshoot, and resolve with internal teams.
• Provide live, scheduled video support on request for high-touch service.
• Document product bugs with clear reproduction steps and share insights on case volumes and trends.
• Collaborate with Customer Success Managers and Technical Account Managers to align on account strategy.

Skills

Technical support experience

SaaS troubleshooting

English communication

Customer-centric

Cross-functional collaboration

Job description

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-functionally 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. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What You’ll Achieve

• 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.
• 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.
• Provide live, scheduled video support upon request, delivering high-touch service when it matters most.
• Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends.
• 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.
• 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.
• Monitor case volumes and SLAs across varying complexity levels, ensuring timely and premium resolution.
• Update and maintain Support’s internal knowledge base with insights from customer engagements to ensure information is up-to-date.
• Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers.
• Meet team standards for key metrics such as response time to new cases, customer satisfaction score, and number of cases resolved.
• 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.
• Flag potential risks or upsell opportunities based on customer signals, usage patterns, or engagement behavior.

About You

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
• 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.
• Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management.
• Empathetic, curious, and committed to helping customers feel heard and supported.
• Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps.
• 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.
• Comfortable operating in ambiguous environments while maintaining a consultative approach with customers.
• Commitment to continuous learning and adopting new technical and non-technical skills to deliver optimal solutions.

What We’ll Offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between €57,000 - €75,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role.

About Us

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company.

We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.