Designated Support Engineer
Dublin·Posted today
developer-toolssaasnode
<p id="p-rc_9f11a9c769dfd22c-63" data-path-to-node="4"><span data-path-to-node="4,0">As a Designated Support Engineer (DSE) at Asana, you’ll be the named technical support partner for a set of our enterprise customers</span><span data-path-to-node="4,1"><sup class="superscript"></sup></span><span data-path-to-node="4,2">. You’ll build strong, ongoing relationships through personalized support, timely case management, and deep product expertise</span><span data-path-to-node="4,3"><sup class="superscript"></sup></span><span data-path-to-node="4,4">. 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</span><span data-path-to-node="4,5"><sup class="superscript"></sup></span><span data-path-to-node="4,6">.</span> </p> <p id="p-rc_9f11a9c769dfd22c-64" data-path-to-node="5"><span data-path-to-node="5,0">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</span><span data-path-to-node="5,1"><sup class="superscript"></sup></span><span data-path-to-node="5,2">. You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed</span><span data-path-to-node="5,3"><sup class="superscript"></sup></span><span data-path-to-node="5,4">.</span> </p> <p id="p-rc_9f11a9c769dfd22c-65" data-path-to-node="6"><span data-path-to-node="6,0">This role is based in our Dublin office with an office-centric hybrid schedule</span><span data-path-to-node="6,1"><sup class="superscript"></sup></span><span data-path-to-node="6,2">. The standard in-office days are Monday, Tuesday, and Thursday</span><span data-path-to-node="6,3"><sup class="superscript"></sup></span><span data-path-to-node="6,4">. Most Asanas have the option to work from home on Wednesdays</span><span data-path-to-node="6,5"><sup class="superscript"></sup></span><span data-path-to-node="6,6">. Working from home on Fridays depends on the type of work you do and the teams with which you partner</span><span data-path-to-node="6,7"><sup class="superscript"></sup></span><span data-path-to-node="6,8">. If you're interviewing for this role, your recruiter will share more about the in-office requirements</span><span data-path-to-node="6,9"><sup class="superscript"></sup></span><span data-path-to-node="6,10">.</span> </p> <p data-path-to-node="7"><strong data-path-to-node="7" data-index-in-node="0">What you’ll achieve</strong></p> <p id="p-rc_9f11a9c769dfd22c-66" data-path-to-node="8"><sup class="superscript"></sup> </p> <ul data-path-to-node="9"> <li> <p id="p-rc_9f11a9c769dfd22c-67" data-path-to-node="9,0,0"><span data-path-to-node="9,0,0,0">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</span><span data-path-to-node="9,0,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,0,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-68" data-path-to-node="9,1,0"><span data-path-to-node="9,1,0,0">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</span><span data-path-to-node="9,1,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,1,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-69" data-path-to-node="9,2,0"><span data-path-to-node="9,2,0,0">Provide live, scheduled video support upon request, delivering high-touch service when it matters most</span><span data-path-to-node="9,2,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,2,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-70" data-path-to-node="9,3,0"><span data-path-to-node="9,3,0,0">Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends</span><span data-path-to-node="9,3,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,3,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-71" data-path-to-node="9,4,0"><span data-path-to-node="9,4,0,0">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</span><span data-path-to-node="9,4,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,4,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-72" data-path-to-node="9,5,0"><span data-path-to-node="9,5,0,0">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</span><span data-path-to-node="9,5,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,5,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-73" data-path-to-node="9,6,0"><span data-path-to-node="9,6,0,0">Monitor case volumes and SLAs across varying complexity levels, ensuring timely and premium resolution</span><span data-path-to-node="9,6,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,6,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-74" data-path-to-node="9,7,0"><span data-path-to-node="9,7,0,0">Update and maintain Support’s internal knowledge base with insights from customer engagements to ensure information is up-to-date</span><span data-path-to-node="9,7,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,7,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-75" data-path-to-node="9,8,0"><span data-path-to-node="9,8,0,0">Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers</span><span data-path-to-node="9,8,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,8,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-76" data-path-to-node="9,9,0"><span data-path-to-node="9,9,0,0">Meet team standards for key metrics such as response time to new cases, customer satisfaction score, and number of cases resolved</span><span data-path-to-node="9,9,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,9,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-77" data-path-to-node="9,10,0"><span data-path-to-node="9,10,0,0">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</span><span data-path-to-node="9,10,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,10,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-78" data-path-to-node="9,11,0"><span data-path-to-node="9,11,0,0">Flag potential risks or upsell opportunities based on customer signals, usage patterns, or engagement behavior</span><span data-path-to-node="9,11,0,1"><sup class="superscript"></sup></span><span data-path-to-node="9,11,0,2">.</span> </p> </li> </ul> <p data-path-to-node="10"><strong data-path-to-node="10" data-index-in-node="0">About you</strong></p> <p id="p-rc_9f11a9c769dfd22c-79" data-path-to-node="11"><sup class="superscript"></sup> </p> <ul data-path-to-node="12"> <li> <p id="p-rc_9f11a9c769dfd22c-80" data-path-to-node="12,0,0"><span data-path-to-node="12,0,0,0">Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making</span><span data-path-to-node="12,0,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,0,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-81" data-path-to-node="12,1,0"><span data-path-to-node="12,1,0,0">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</span><span data-path-to-node="12,1,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,1,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-82" data-path-to-node="12,2,0"><span data-path-to-node="12,2,0,0">Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management</span><span data-path-to-node="12,2,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,2,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-83" data-path-to-node="12,3,0"><span data-path-to-node="12,3,0,0">Empathetic, curious, and committed to helping customers feel heard and supported</span><span data-path-to-node="12,3,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,3,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-84" data-path-to-node="12,4,0"><span data-path-to-node="12,4,0,0">Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps</span><span data-path-to-node="12,4,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,4,0,2">.</span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-85" data-path-to-node="12,5,0"><span data-path-to-node="12,5,0,0">Proactive and transparent written and verbal English communication skills, with the ability to convey complex t<span class="citation-2268 citation-end-2268">echnical concepts across all organizational levels from operations to executives<sup class="superscript" data-turn-source-index="1"></sup></span></span><span data-path-to-node="12,5,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,5,0,2"><span class="citation-2267 citation-end-2267">.<sup class="superscript" data-turn-source-index="2"></sup></span></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-86" data-path-to-node="12,6,0"><span data-path-to-node="12,6,0,0"><span class="citation-2266 citation-end-2266">Comfortable operating in ambiguous environments while maintaining a consultative approach with customers<sup class="superscript" data-turn-source-index="3"></sup></span></span><span data-path-to-node="12,6,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,6,0,2"><span class="citation-2265 citation-end-2265">.<sup class="superscript" data-turn-source-index="4"></sup></span></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-87" data-path-to-node="12,7,0"><span data-path-to-node="12,7,0,0"><span class="citation-2264 citation-end-2264">Commitment to continuous learning and adopting new tech<sup class="superscript" data-turn-source-index="5"></sup></span>nical and non-technical skills to deliver optimal solutions</span><span data-path-to-node="12,7,0,1"><sup class="superscript"></sup></span><span data-path-to-node="12,7,0,2"><span class="citation-2262 citation-2263 citation-end-2263">.<sup class="superscript" data-turn-source-index="6"></sup></span><span class="citation-2262 citation-end-2262"><sup class="superscript" data-turn-source-index="7"></sup></span></span> </p> </li> </ul> <p id="p-rc_9f11a9c769dfd22c-88" data-path-to-node="13"><span data-path-to-node="13,0"><span class="citation-2260 citation-2261 citation-end-2261">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<sup class="superscript" data-turn-source-index="8"></sup></span><span class="citation-2260 citation-end-2260"><sup class="superscript" data-turn-source-index="9"></sup></span></span><span data-path-to-node="13,1"><sup class="superscript"></sup></span><span data-path-to-node="13,2"><span class="citation-2258 citation-2259 citation-end-2259">. If you're interested in <sup class="superscript" data-turn-source-index="10"></sup></span><span class="citation-2258 citation-end-2258">this role and don't meet every listed requirement, we still encourage you to apply<sup class="superscript" data-turn-source-index="11"></sup></span></span><span data-path-to-node="13,3"><sup class="superscript"></sup></span><span data-path-to-node="13,4"><span class="citation-2257 citation-end-2257">.<sup class="superscript" data-turn-source-index="12"></sup></span></span> </p> <p id="p-rc_9f11a9c769dfd22c-104" data-path-to-node="14"><strong data-path-to-node="14" data-index-in-node="0"><span class="citation-2256 citation-end-2256">What we’ll offer<sup class="superscript" data-turn-source-index="13"></sup></span></strong> </p> <p data-path-to-node="14"><span data-path-to-node="16,0"><span class="citation-2255 citation-end-2255">Our comprehensive compe</span>nsation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission</span><span data-path-to-node="16,2">. We believe that compensation should be reflective of the value you create relative to the market value of your role</span><span data-path-to-node="16,4">. To ensure pay is fair and not impacted by biases, <span class="citation-2254 citation-end-2254">we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit</span></span><span data-path-to-node="16,6"><span class="citation-2253 citation-end-2253">.</span></span></p> <p data-path-to-node="14"><span data-path-to-node="17,0"><span class="citation-2252 citation-end-2252">For this role, the estimated base salary range is between €57,000 - €65,000. The actual base salary will vary base<sup class="superscript" data-turn-source-index="17"></sup></span>d on various<span class="citation-2251 citation-end-2251"> factors, including market and individual qualifications objectively assessed during the interview process<sup class="superscript" data-turn-source-index="18"></sup></span></span><span data-path-to-node="17,1"><sup class="superscript"></sup></span><span data-path-to-node="17,2"><span class="citation-2250 citation-end-2250">. The listed range above is a guideline, and the base salary range for this role may be modified<sup class="superscript" data-turn-source-index="19"></sup></span></span><span data-path-to-node="17,3"><sup class="superscript"></sup></span><span data-path-to-node="17,4"><span class="citation-2249 citation-end-2249">.<sup class="superscript" data-turn-source-index="20"></sup></span></span> </p> <p data-path-to-node="14"><span data-path-to-node="18,0">In addition to base salary, your compensation pack<span class="citation-2248 citation-end-2248">age may include additional components such as equity, sales incentive pay (for most sales roles), and benefits<sup class="superscript" data-turn-source-index="21"></sup></span></span><span data-path-to-node="18,1"><sup class="superscript"></sup></span><span data-path-to-node="18,2"><span class="citation-2247 citation-end-2247">. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and b<sup class="superscript" data-turn-source-index="22"></sup></span>enefits for this role</span><span data-path-to-node="18,3"><sup class="superscript"></sup></span><span data-path-to-node="18,4">.</span> </p> <p data-path-to-node="14">We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:</p> <div class="source-inline-chip-container luminous-sources ng-star-inserted"></div> <p></p> <ul data-path-to-node="20"> <li> <p id="p-rc_9f11a9c769dfd22c-93" data-path-to-node="20,0,0"><span data-path-to-node="20,0,0,0">Mental health, wellness & fitness benefits</span><span data-path-to-node="20,0,0,1"><sup class="superscript"></sup></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-94" data-path-to-node="20,1,0"><span data-path-to-node="20,1,0,0">Career coaching & support</span><span data-path-to-node="20,1,0,1"><sup class="superscript"></sup></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-95" data-path-to-node="20,2,0"><span data-path-to-node="20,2,0,0">Inclusive family building benefits</span><span data-path-to-node="20,2,0,1"><sup class="superscript"></sup></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-96" data-path-to-node="20,3,0"><span data-path-to-node="20,3,0,0">Long-term savings or retirement plans</span><span data-path-to-node="20,3,0,1"><sup class="superscript"></sup></span> </p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-97" data-path-to-node="20,4,0"><span data-path-to-node="20,4,0,0">In-office culinary options to cater to your dietary preferences</span><span data-path-to-node="20,4,0,1"><sup class="superscript"></sup></span> </p> </li> </ul> <p id="p-rc_9f11a9c769dfd22c-98" data-path-to-node="21"><span data-path-to-node="21,0">These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations</span><span data-path-to-node="21,1"><sup class="superscript"></sup></span><span data-path-to-node="21,2">. If you're interviewing for this role, speak with your recruiter to learn more about the total compensation and benefits for this role</span><span data-path-to-node="21,3"><sup class="superscript"></sup></span><span data-path-to-node="21,4">.</span> </p> <p id="p-rc_9f11a9c769dfd22c-99" data-path-to-node="22"><span data-path-to-node="22,0">#LI-Hybrid</span><span data-path-to-node="22,1"><sup class="superscript"></sup></span></p><div class="content-conclusion"><p><strong>About us</strong></p> <p data-pm-slice="1 1 []">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.</p> <div class="TypographyPresentation_31345133_root TypographyPresentation_31345133_root--medium RichText3-paragraph--withVSpacingNormal RichText3-paragraph HighlightSol_1625403506_highlightSol HighlightSol_1625403506_buildingBlock" style="text-align: left;">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.</div> <p data-pm-slice="1 1 []"><strong><a class="LinkThemeablePresentation LinkPrimaryPresentation LinkPrimaryPresentation--sentimentSelected PrimaryLink HighlightSol HighlightSol--core HighlightSol--buildingBlock" href="https://www.gem.com/form?formID=fbcdec8c-3442-43b9-9b45-d2b5f4ea25db" target="_blank">Join Asana’s Talent Network</a></strong> to stay up to date on job opportunities and life at Asana.</p></div>