Designated Support Engineer

Asana; Dublin; Hybrid; EUR 75,000 - 125,000; Full time

Job summary

Asana in Dublin is seeking a Designated Support Engineer to be the named technical support partner for a set of enterprise customers. You will build strong relationships through personalized support and proactive case management, working cross-functionally with Product, CS, and TAMs to drive resolution.

You will thrive in a detail‑oriented, collaborative role, delivering high‑quality, customer‑centric service and contributing to a scalable knowledge base while maintaining a strong focus on

Qualifications

• 5+ years in a technical support role in a SaaS or tech environment.
• Technical proficiency troubleshooting common SaaS issues including SSO/SAML/native, browser behavior, API & integrations, and user access management.
• Empathetic, curious, and committed to helping customers feel heard and supported.

Responsibilities

• Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices to accelerate adoption.
• Manage the full lifecycle of product cases for your assigned customers—triaging, troubleshooting, and resolving issues with internal teams.
• Provide live, scheduled video support upon request, delivering high-touch service when it matters most.
• Identify and document product bugs with clear reproduction steps and offer customer success perspectives on case volumes and trends.
• Develop a consultative relationship with customers to transform how they work with Asana.

Skills

SaaS troubleshooting

English communication

Empathy

Critical thinking

Problem-solving

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 .

If you're interested in this role and don't meet every listed requirement, we still encourage you to apply .

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 t echnical 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 tech nical and non‑technical skills to deliver optimal solutions .

What we'll offer

Our comprehensive compe nsation 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