Designated Support Engineer

The full job description

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