Designated Support Engineer

Join Asana as a Designated Support Engineer (DSE) and be the named technical support partner for a set of enterprise customers. In this hands-on role, you will deliver high-quality, customer-centric service, manage the full lifecycle of product cases, provide live video support, and collaborate closely with Customer Success Managers and Technical Account Managers. You will also monitor case volumes and SLAs, update the internal knowledge base, and act as a liaison between the Product team and your customers.

• Servir como el socio de soporte designado para clientes específicos, brindando orientación sobre problemas, características y mejores prácticas.
• Gestionar el ciclo de vida completo de los casos de productos para los clientes asignados, desde la triage hasta la resolución de problemas.
• Colaborar estrechamente con los Gerentes de Éxito del Cliente y los Gerentes de Cuenta Técnicos para alinear la estrategia de cuenta y garantizar una experiencia del cliente sin problemas.

• You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed
• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
• 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
• Technical proficiency troubleshooting common SaaS issues, including authentication (SSO/SAML/native), browser behavior (extensions, cache), API & integrations, and user access management
• At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply
• Strong critical thinking and problem-solving skills with the ability to break down complex topics into clear, actionable steps
• 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
• 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
• Empathetic, curious, and committed to helping customers feel heard and supported