Designated Support Engineer
Dublin · EUR 57,000-65,000 / year · 5+ years experience · Hybrid · Posted Oct 5, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Hybrid
- Location
- Dublin
- Salary
- EUR 57,000-65,000 / year · Base salary
About Asana
- 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.
- 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.
- Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.
About the role
- As a Designated Support Engineer (DSE) at Asana, you will act as the named technical support partner for a set of enterprise customers.
- The position involves building strong relationships through personalized support, timely case management, and deep product expertise.
- This is a hands-on, office-centric hybrid role based in Dublin focused on delivering high-quality, customer-centric service to engaged users.
Responsibilities
- 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.
Requirements
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
- 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.
- Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management.
- 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.
- Proactive and transparent written and verbal English communication skills, with the ability to convey complex technical concepts across all organizational levels from operations to executives.
- Comfortable operating in ambiguous environments while maintaining a consultative approach with customers.
- Commitment to continuous learning and adopting new technical and non-technical skills to deliver optimal solutions.
Benefits
- 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
Workplace
- Office-centric hybrid schedule based in the Dublin office.
- Standard in-office days are Monday, Tuesday, and Thursday.
- Option to work from home on Wednesdays.
Skills
- SaaS
- SSO
- SAML
- API
- Integrations
- Troubleshooting
- Technical Support
