Designated Support Engineer

Asana; Ireland; In loco; EUR 70.000 - 90.000; Tempo pieno

Vantaggi offerti da questo lavoro

Mental health programs

In-house culinary program

Parental leave policies

Health benefits

Descrizione del lavoro

Asana is seeking a Designated Support Engineer (DSE) to act as the named technical support partner for a set of enterprise customers. You will build strong, ongoing relationships through personalized support, timely case management, and deep product expertise.

The role focuses on delivering high-quality, customer-centric service to our most engaged users, owning support for assigned accounts, and contributing to broader case queues with cross-functional teams across Customer Support, CS, TAMs,

Competenze

• 5+ years in a technical support or related role.
• Experience with SaaS platforms and enterprise customers preferred.
• Strong communication and problem-solving skills.
• Ability to triage and troubleshoot complex issues across teams.

Mansioni

• Own support for designated enterprise customers and manage cases from triage to resolution.
• Provide live, scheduled video support when requested.
• Collaborate with CSMs, TAMs, and Product to drive resolution and share insights.
• Identify and document product bugs with clear reproduction steps.
• Maintain internal knowledge base with customer engagement insights.
• Monitor case volumes and SLAs across varying complexity levels.

Conoscenze

SaaS troubleshooting

Customer-focused

English communication

Cross-functional collaboration

Attention to detail

Strumenti

SSO/SAML

APIs

Descrizione del lavoro

• 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
• 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

Benefits

• Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
• Development: We know that growth isn't always linear, so we'll support you in achieving your personal and professional goals. You'll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways.
• Career growth: Your growth at Asana centers on ownership, access, and choice. All employees can tap into resources that support their growth and their team’s growth in the way that works best for their unique needs.

You'll thrive in this role if you're detail oriented, collaborative, and passionate about helping customers succeedDemonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-makingProactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels from operations to executivesTechnical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access managementAt Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to applyStrong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable stepsComfortable operating in ambiguous environments while maintaining a consultative approach with customersCommitment to continuous learning and adopting new technical and non-technical skills to deliver optimal solutions5+ years in a technical support role (Product Support Analyst, Technical Support Engineer, Product Support Engineer, Implementation Consultant, or similar customer-facing technical troubleshooting role) empathetic, curious, and committed to helping customers feel heard and supported