Enterprise Designated Support Engineer (Hybrid Dublin)

Asana, Inc.; Dublin; Hybrid; EUR 57,000 - 75,000; Full time

Benefits offered by this job

Mental health benefits

Career coaching

Family building benefits

Retirement plans

In-office dining

Job summary

Asana, Inc. in Dublin seeks a Designated Support Engineer to partner with enterprise customers, delivering high‑touch, proactive support and deep product knowledge to accelerate adoption and value.

You will own the full lifecycle of product cases, collaborate with TAMs and CSMs, provide live video support on request, document bugs with clear steps, and help scale knowledge sharing across the support org. This role blends technical troubleshooting with customer empathy.

Qualifications

• 5+ years in a technical support role in SaaS/tech.
• Experience with authentication, API integrations, and user access management.
• Strong written and verbal English communication.

Responsibilities

• Serve as the named support partner for designated customers, guiding on issues, features, and best practices to accelerate adoption.
• Manage the full lifecycle of product cases—triaging, troubleshooting, and resolving in partnership with internal teams.
• Provide live, scheduled video support upon request, delivering high‑touch service when it matters most.
• Proactively document product bugs with clear reproduction steps and customer impact.
• Collaborate with CSMs and TAMs to align on account strategy and ensure a seamless customer experience.
• Monitor case volumes and SLAs across varying complexity levels to ensure timely resolution.
• Update and maintain internal knowledge base with insights from customer engagements.

Skills

Technical support

SaaS knowledge

English communication

Cross-functional

Problem solving

Tools

SSO/SAML

APIs

Job description

Asana, Inc. in Dublin seeks a Designated Support Engineer to partner with enterprise customers, delivering high‑touch, proactive support and deep product knowledge to accelerate adoption and value.

You will own the full lifecycle of product cases, collaborate with TAMs and CSMs, provide live video support on request, document bugs with clear steps, and help scale knowledge sharing across the support org. This role blends technical troubleshooting with customer empathy.