Senior Enterprise Support Engineer

Asana; Dublin (CA); Hybrid; USD 64,000 - 73,000; Full time

Benefits offered by this job

Mental health benefits

Wellness & fitness

Career coaching

Family building benefits

Retirement plans

In-office meals

Job summary

Asana’s Dublin office seeks a Designated Support Engineer to be the named technical support partner for our enterprise customers, delivering high-quality, proactive support and building long-term trusted relationships.

You will own the full lifecycle of product cases, collaborate with CSMs and TAMs, and provide live video support when needed. You’ll document bugs and help scale knowledge across teams while maintaining a strong customer focus.

Qualifications

• 5+ years in a technical support role in a SaaS or tech environment.
• Technical proficiency troubleshooting SaaS issues, including authentication (SSO/SAML/native), browser behavior, 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 clear, actionable steps.
• Proactive and transparent written and verbal English communication across all levels.

Responsibilities

• Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices to accelerate adoption and build long-term relationships.
• Manage the full lifecycle of product cases for assigned customers—triaging, troubleshooting, 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 and offer customer success perspectives.
• Collaborate with Customer Success Managers and Technical Account Managers to align on account strategy and ensure a seamless customer experience.
• Monitor case volumes and SLAs across varying complexity levels to ensure timely and premium resolution.
• Update and maintain Support’s internal knowledge base with insights from customer engagements.
• Assist colleagues in Customer Support by responding to questions about complex cases.
• Meet team standards for key metrics such as response time to new cases and customer satisfaction.
• Flag potential risks or upsell opportunities based on customer signals and engagement.

Skills

Technical support exp

SaaS troubleshooting

Auth & API issues

English comms

Cross-functional collab

Job description

Asana’s Dublin office seeks a Designated Support Engineer to be the named technical support partner for our enterprise customers, delivering high-quality, proactive support and building long-term trusted relationships.

You will own the full lifecycle of product cases, collaborate with CSMs and TAMs, and provide live video support when needed. You’ll document bugs and help scale knowledge across teams while maintaining a strong customer focus.