Designated Support Engineer

Dublin, IrelandHybrid2 days ago

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.