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Salary: EUR 57,000 - 75,000 / annual
As a Designated Support Engineer (DSE) at Asana, you will serve as the named technical support partner for a set of enterprise customers, building 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 Asana's most engaged users.
Key Responsibilities:
- Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices to accelerate adoption and optimize usage
- Manage the full lifecycle of product cases for 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 needed
- Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends
- Develop a strong understanding of where Support can assist your named customers, building a positive, consultative relationship
- Collaborate closely with Customer Success Managers (CSMs) and Technical Account Managers (TAMs) to align on account strategy and ensure seamless customer experience
- 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
- Provide assistance to colleagues in Customer Support by responding to questions about complex cases
- Meet team standards for key metrics such as response time, customer satisfaction score, and cases resolved
- Act as a liaison between the Product team and customers, contributing to support documentation and product feedback sessions
- Flag potential risks or upsell opportunities based on customer signals and engagement behavior
The role is based in the Dublin office with an office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday, with flexibility on Wednesdays and Fridays depending on work type and team partnerships.
Requirements:
- 5+ years in a technical support role (Product Support Analyst, Technical Support Engineer, Product Support Engineer, Implementation Consultant, or similar customer-facing technical troubleshooting role) in a SaaS or tech environment
- Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), 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 the ability to break down complex topics into clear, actionable steps
- Proactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels
- Comfortable operating in ambiguous environments while maintaining a consultative approach with customers
- Commitment to continuous learning and adopting new technical and non-technical skills
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity and collaboration
