Greenhouse ·
full-timeDesignated Support Engineer
Asana · Dublin
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 . You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed . This role is based in our Dublin office with an office-centric hybrid schedule . The standard in-office days are Monday, Tuesday, and Thursday . Most Asanas have the option to work from home on Wednesdays . Working from home on Fridays depends on the type of work you do and the teams with which you partner . If you're interviewing for this role, your recruiter will share more about the in-office requirements . What you’ll achieve 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
| Role | Designated Support Engineer |
|---|---|
| Company | Asana |
| Location | Dublin |
| Type | full-time |
| Compensation | Not disclosed |
| Posted | 2026-10-05 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4About Asana
Asana is an operating system designed for human-agent teams to manage critical workflows. Founded in 2008, the platform utilizes the Asana Work Graph, a system that connects tasks, projects, goals, and dependencies to provide a shared context for both human users and AI agents. The software enables teams to collaborate within a shared space, utilizing shared memory to improve workflows over time while maintaining enterprise-grade governance, including audit trails and scoped permissions. Asana serves a wide range of organizations, including 85% of Fortune 100 companies, by providing tools for project management, compliance, portfolio monitoring, and cross-functional alignment. The platform is designed to help teams coordinate work, reduce time spent on status updates, and integrate AI agents directly into existing business processes.
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