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 Dublin office with an office-centric hybrid schedule.
Standard in-office days are Monday, Tuesday, and Thursday.
Wednesday is usually a work-from-home day.
Fridays work-from-home depends on the type of work and partnerships.
Coverage may also be needed on some weekends or holidays.
Responsibilities
Support our English and German-speaking customer base, with fluent written and verbal proficiency.
Become an expert in Asana's platform, stay up to date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work.
Manage complex product issues that require deep investigation and advanced knowledge of the platform, independently resolving most issues and consulting experts or third-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 inquiries with accuracy, speed, and empathy.
Troubleshoot and resolve common SaaS issues (authentication, browser behavior, user access, workflow).
Serve as the dedicated escalation point for urgent customer issues, mastering de-escalation and resolution.
Autonomously identify opportunities and lead customer calls to accelerate case resolution.
Act as a liaison between the product team and customers, escalating bugs, sharing feedback, and contributing to knowledge content.
Identify and propose product or process improvements based on case trends, supporting data, and meeting business outcomes.
Provide moderate mentoring to junior team members to raise overall capability.
Own small projects and support internal ad-hoc projects to improve team-wide processes, documentation, or tools.
Meet key metrics such as assignment-to-resolution time and customer satisfaction score.
Qualifications
3–6 years of experience in a 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, able to break down complex topics into clear, actionable steps; strong technical aptitude.
Excellent written and verbal English and German communication skills—proactive, transparent, and able to convey complex information across all levels.
Experience troubleshooting SaaS issues (SSO/SAML, browser extensions, cache, user access).
Familiar with AI tools or prompt-based interfaces, excited about using technology to enhance support.
Comfortable operating in ambiguous environments and providing consultative support.
Willingness and desire to learn and adopt new skills, both technical and non-technical, to deliver best solutions.
Proficiency with Asana or similar work-management platforms; experience with API & integrations and workflow troubleshooting is a plus.
Benefits
We offer a competitive total compensation package includes base salary and equity (estimated base salary range €57,******,000).
Benefits include:
Mental health, wellness & fitness benefits
Career coaching & support
Inclusive family building benefits
Long-term savings or retirement plans
In-office culinary options
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