Product Support Specialist (SaaS)

TL;DR

Product Support Specialist (SaaS): Providing expert technical support and consultative guidance to customers using the Asana platform with an accent on complex troubleshooting and product advocacy. Focus on resolving SaaS authentication issues, managing end-to-end support cases, and collaborating with product teams to improve the platform.

Location: Hybrid in Sydney, Australia (office-centric: Tue, Wed, Thu)

Company

Asana is a leading platform for human + AI collaboration helping millions of teams achieve their goals faster.

What you will do

• Act as an Asana expert, providing consultative support to help customers transform their work processes.
• Resolve complex technical issues, including SaaS authentication (SAML/SSO) and browser-related problems.
• Own support cases end-to-end, ensuring timely resolution and high customer satisfaction.
• Collaborate with product teams to escalate bugs and share customer feedback for platform improvement.
• Mentor junior team members to enhance overall team capability.
• Identify trends using data to suggest process or product improvements.

Requirements

• 2-4 years of experience in a customer-facing technical support role within a SaaS or tech environment.
• Must be based in Sydney, Australia for a hybrid office-centric schedule.
• Strong technical aptitude for troubleshooting SSO/SAML, APIs, and integrations.
• Proficiency in English with professional written and verbal communication skills.
• Ability to operate in ambiguous environments and handle high-volume inquiries with empathy.

Nice to have

• Experience with API and integration troubleshooting.
• Previous experience with work management platforms.
• Live channel experience (video, phone).

Culture & Benefits

• Office-centric hybrid model with specific in-office days and WFH flexibility on Mondays and Fridays.
• Inclusive culture committed to a variety of backgrounds and perspectives.
• Recognized as one of Fortune's Best Workplaces for 7+ years.
• Global presence with 13+ offices worldwide.