About the company
Asana — платформа для управления работой. Роль Designated Support Engineer (DSE) — именованный партнёр технической поддержки для enterprise-клиентов.
Responsibilities
- Serve as the named support partner for designated customers, providing guidance on issues, features, and best practices
- Manage the full lifecycle of product cases — triaging, troubleshooting, and resolving issues with internal teams
- Provide live, scheduled video support upon request
- Proactively identify and document product bugs with clear reproduction steps
- Collaborate with Customer Success Managers (CSMs) and Technical Account Managers (TAMs)
- Monitor case volumes and SLAs across varying complexity levels
- Update and maintain Support's internal knowledge base
- Act as a liaison between the Product team and customers
- Flag potential risks or upsell opportunities based on customer signals
Requirements
- 5+ years in a technical support role in a SaaS or tech environment
- Technical proficiency troubleshooting SaaS issues: authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, user access management
- Strong critical thinking and problem-solving skills
- Proactive written and verbal English communication skills
- Comfortable operating in ambiguous environments
- Curiosity about AI tools and emerging technologies
Conditions
- Dublin office with office-centric hybrid schedule (in-office Monday, Tuesday, Thursday)
- Estimated base salary range: €57,000 - €75,000
- Compensation package may include equity and benefits