Description
Our Customer Product Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers.
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. Coverage may be needed on some weekends or holidays in this role.
If you're interviewing for this role, your recruiter will share more about the in-office requirements.
What You'll Achieve
- Supporting our English and French-speaking customer base, requiring fluent written and verbal proficiency.
- Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role.
- Manages complex product issues requiring deeper investigation and advanced knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked.
- Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy.
- Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting.
- Serve as the dedicated point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution.
- Autonomously identify opportunities for and lead customer calls to accelerate complex case resolution.
- Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content.
- Raise case trends with supporting data and propose product or process improvements to Lead/Manager to proactively influence business outcomes.
- Proactively provide moderate mentoring to more junior team members to elevate the team's overall capability and knowledge.
- Own small projects as needed and contribute to the improvement of team-wide processes, documentation, or tools. You will also support internal ad-hoc projects that support broader business priorities and team enhancements.
- Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score.
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.
- 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred.
- 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; strong technical aptitude.
- Demonstrate strong communication skills—your written and verbal English and French communication is excellent, proactive, and transparent, effectively communicating complex information across all organizational levels.
- Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems.
- Experienced in and comfortable with operating in ambiguous environments, providing consultative support to customers.
- Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions.
- Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.
What we’ll offer
Our comprehensive compensation 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 committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.
For this role, the estimated base salary range is between €57,000-63,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process.
We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:
- Mental health, wellness & fitness benefits
- Career coaching & support
- Inclusive family building benefits
- Long-term savings or retirement plans
- In-office culinary options to cater to your dietary preferences
#LI-Hybrid
About us
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.
Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.
Similar jobs
Est. 112,000 EUR
We're looking for a senior technical consultant who thrives across the full arc of a complex technical engagement, from pre-sales scoping and architecture through hands-on delivery and handoff. As the sole Technical Serv…
Est. 165,000 EUR
As a Senior Solutions Architect inside the Solutions Center of Excellence, you will serve as a strategic, technical partner in our most complex enterprise sales cycles. You are a recognized subject matter expert who empo…
We are looking for a Software Engineer to join our Product team in Vancouver, where we build features end-to-end, from designing our data models to implementing the subtle interaction behaviors that differentiate good so…
Est. 131,500 GBP
The Solutions Org drives customer acquisition and accelerates revenue growth through a mastery of strategic sales and Asana platform expertise. We are trusted advisors for our prospects and clients. Our team bridges the…
Est. 113,000 GBP
The Solutions Org drives customer acquisition and accelerates revenue growth through a mastery of strategic sales and Asana platform expertise. We are trusted advisors for our prospects and clients. Our team bridges the…
Est. 170,000 EUR
We are entering a new era of work — one where AI agents collaborate alongside people to plan, act, and deliver outcomes at a scale and speed that wasn't possible before. At Asana, we call this Agentic Work Management: th…
Est. 212,500 USD
The Product team builds full-stack features end-to-end. From designing our data models to implementing the subtle interaction behaviors that differentiate good software from great software. We work closely with UI design…
Est. 175,750 USD
The Product team builds full-stack features end-to-end. From designing our data models to implementing the subtle interaction behaviors that differentiate good software from great software. We work closely with UI design…
Est. 167,650 USD
As a member of the AMER Solutions Org, you will act as a trusted advisor for prospects and clients, driving customer acquisition and accelerating revenue growth through a mastery of strategic sales and Asana platform exp…
The Asana Marketing team is responsible for fueling business growth and building a brand customers love. We create campaigns and content to attract new accounts and inspire current ones to grow with us. We continue to gr…
Est. 145,000 EUR
Our sales team is committed to customer centricity by focusing on understanding and meeting the unique needs and aspirations of each customer. We prioritize delivering exceptional value through tailored solutions and str…
Est. 333,000 USD
We’re looking for an experienced engineering leader to lead and scale Asana’s flagship AI Teammates Pillar within our Core/AI Organization. Reporting directly to the Head of Engineering, AI & AWM, you will oversee an…
Est. 63,300 EUR
At Asana, we’re building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Business Development team plays a critical role in helpin…
Est. 87,750 EUR
Our sales team is focused on finding efficient paths to successful, profitable, long-term customers by building a user-driven marketing and sales engine. We act as a key voice of the customer to the product team, helping…
Est. 87,700 EUR
We're seeking a driven, entrepreneurial Solutions Engineer to join a newly formed team bringing Command by Asana to product development and engineering teams. This is a unique opportunity to be at the ground floor of an…
Est. 87,750 EUR
Our sales team is focused on finding efficient paths to successful, profitable, long-term customers by building a user-driven marketing and sales engine. We act as a key voice of the customer to the product team, helping…
Est. 225,000 USD
The Asana Marketing team is responsible for fueling business growth and building a brand customers love. We create campaigns and content to attract new accounts and inspire current ones to grow with us. We continue to gr…
Est. 228,800 USD
At Asana, we’re building agentic work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience team is committed to helping…
Est. 120,000 GBP
As a key member of the EMEA Revenue Leadership Team reporting directly to the Head of UKI & NE, you will be the strategic leader responsible for shaping, executing, and driving all Enterprise go-to-market (GTM) activ…
Asana Marketing is hiring a Product Marketing Director to own the GTM strategy for our new product, Command by Asana. This strategic, high-growth role is focused on rapidly scaling products from initial traction to mass…
We're hiring a Senior Technical Program Manager to lead Asana's push into agentic work management — building the programs that let AI teammates plan, execute, and orchestrate work alongside humans. You'll drive initiativ…
Est. 187,500 USD
The People Team at Asana works to enable all Asanas to achieve our goals as a company in a way that is consistent with our values. We focus on recruiting, developing, and retaining exceptional talent from diverse backgro…
Senior Analytics Engineer The Data Science & Analytics team at Asana is how the company turns data into decisions — defining the questions that matter, surfacing the answers, and making sure insight is at the center…
Est. 206,500 USD
Asana is looking for a strategic, supportive, and business-savvy leader to manage our global Administrative Business Partner (ABP) community. This is more than a traditional operations role; it is a people-first leadersh…
Est. 225,000 USD
The Asana Marketing team is responsible for fueling business growth and building a brand customers love. We create campaigns and content to attract new accounts and inspire current ones to grow with us. We continue to gr…
Est. 310,000 USD
Asana’s Vertical Go to Market team is looking for a driven, entrepreneurial, customer-centric, and impact-oriented enterprise sales professional who holds themselves accountable to achieving results. You will join a dedi…
Est. 97,650 GBP
Our sales team is focused on finding efficient paths to successful, profitable, long-term customers by building a user-driven marketing and sales engine. We act as a key voice of the customer to the product team, helping…
Role Description In this role, you’ll be the customer's voice as you collaborate with Engineering, Product, Experience Research, Data Science, and business partners to build compelling products. You will solve problems w…
Est. 225,000 USD
Asana Marketing is hiring a Product Marketing Director to own the GTM strategy for our new product, Command by Asana. This strategic, high-growth role is focused on rapidly scaling products from initial traction to mass…
Est. 225,000 USD
Asana Marketing is hiring a Principal Product Marketing Manager to own the GTM strategy for our new product, Command by Asana. This strategic, high-growth role is focused on rapidly scaling products from initial traction…