Enterprise Support Engineer — High-Touch, Hybrid

Decisive Point

Dublin

Hybrid

EUR 57,000 - 75,000

Full time

11 days ago

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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.