Designated Support Engineer

Responsibilities

• 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

About you

Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

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 t echnical concepts across all organizational levels from operations to executives

Comfortable operating in ambiguous environments while maintaining a consultative approach with customers

Commitment to continuous learning and adopting new tech nical and non-technical skills to deliver optimal solutions

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

What we’ll offer

Our comprehensive compe nsation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases,

we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit

For this role, the estimated base salary range is between €57,000 - €75,000. The actual base salary will vary base d on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified

In addition to base salary, your compensation pack age may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and b enefits for this role

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

Mental health, wellness & fitness benefits

• Career coaching & support
• Inclusive family building benefits

Long-term savings or retirement plans

In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role

About us

Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive. Our goal is to ensure that Asana upholds an environment where all people feel that they are respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law.

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