The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
The ad says“Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps”
The ad says“Proactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels from operations to executives”
The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
The ad says“Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps”
The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
The ad says“Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management”
As a Designated Support Engineer (DSE) at Asana, you’ll be the named technical support partner for a set of our enterprise customers. You’ll build 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 our most engaged users, ensuring that entitled customers receive responsive, thoughtful, and proactive support
In addition to owning support for your assigned accounts, you’ll also contribute to broader case queues, working cross-functionally with teams across Customer Support (including Technical Account Managers), Customer Success, and Product to help drive resolution and share insights
Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices to accelerate adoption, optimize usage, and build long-term trusted customer relationships
Manage the full lifecycle of product cases for your 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 it matters most
Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends
Gain a strong understanding of where Support can assist your named customers, developing a positive, consultative relationship to help them transform the way they work with Asana
Collaborate closely with Customer Success Managers (CSMs) and Technical Account Managers (TAMs) to align on account strategy and ensure a seamless customer experience, raising issue areas or trends to your Manager
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 to ensure information is up-to-date
Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers
Meet team standards for key metrics such as response time to new cases, customer satisfaction score, and number of cases resolved
Act as a liaison between the Product team and your customers, contributing to support documentation and product feedback sessions to help scale knowledge and inform product improvements
Flag potential risks or upsell opportunities based on customer signals, usage patterns, or engagement behavior
Benefits
Benefits - From comprehensive health benefits including mental health programs and coaching to our in-house culinary program and supportive parental leave policies, our benefits are intentionally designed to ensure that you are energized, focused, and thriving
Development: We know that growth isn’t always linear, so we’ll support you in achieving your personal and professional goals. You’ll have the opportunity to take on big responsibilities that impact our success as a company and challenge you in new and fulfilling ways.
Career growth: Your growth at Asana centers on ownership, access, and choice. All employees can tap into resources that support their growth and their team’s growth in the way that works best for their unique needs.
Preferred experience
You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed
Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
Proactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels from operations to executives
Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management
At Asana, we’re committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you’re interested in this role and don’t meet every listed requirement, we still encourage you to apply
Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps
Comfortable operating in ambiguous environments while maintaining a consultative approach with customers
Commitment to continuous learning and adopting new technical and non-technical skills to deliver optimal solutions
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
Empathetic, curious, and committed to helping customers feel heard and supported
