High-Touch Enterprise 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

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