Designated Support Engineer (DSE) (SaaS)

Location: Dublin, Ireland; office-centric hybrid schedule. Standard in-office days are Monday, Tuesday, and Thursday; working from home on Wednesday is generally available, while Friday depends on the role and team.

Base salary: €57,000–€65,000 per year, plus possible equity, incentives, and benefits.

Company

Asana provides a human and AI collaboration platform used by teams worldwide to achieve important goals.

What you will do

• Serve as the named technical support partner for designated enterprise customers.
• Manage the full lifecycle of product cases, including triage, troubleshooting, resolution, and coordination with internal teams.
• Provide scheduled live video support and consultative guidance on product features, best practices, adoption, and usage.
• Identify and document product bugs with clear reproduction steps and share customer trends with Product and Customer Success.
• Collaborate with Customer Success Managers and Technical Account Managers on account strategy, SLAs, risks, and potential expansion opportunities.
• Maintain internal support documentation and assist colleagues with complex customer cases.

Requirements

• 5+ years of experience in technical support or a similar customer-facing technical troubleshooting role in a SaaS or technology environment.
• Technical proficiency with SaaS troubleshooting, including authentication, SSO, SAML, browser behavior, APIs, integrations, and user access management.
• Strong written and verbal English communication skills, including the ability to explain complex technical concepts to audiences from operations teams to executives.
• Strong critical thinking, problem-solving, empathy, curiosity, and consultative customer skills.
• Ability to work effectively in ambiguous environments and maintain a commitment to continuous learning.
• Curiosity about AI tools and emerging technologies and willingness to use them to improve productivity, collaboration, or decision-making.

Culture & Benefits

• Office-centric hybrid work model with collaboration across Customer Support, Customer Success, and Product.
• Mental health, wellness, and fitness benefits.
• Career coaching and support.
• Inclusive family-building benefits.
• Long-term savings or retirement plans and in-office culinary options.
• Compensation is reviewed against market value, with a yearly pay equity audit.