Customer Product Support (SaaS)

TL;DR

Customer Product Support (SaaS): Providing expert technical assistance to English and French-speaking customers to optimize their productivity using Asana with an accent on troubleshooting complex product issues and SaaS infrastructure. Focus on resolving authentication problems (SAML/SSO), managing high-volume case loads, and acting as a liaison between customers and the product team.

Location: Hybrid (Dublin, Ireland). Standard in-office days: Monday, Tuesday, and Thursday.

Salary: €57,000–€63,000

Company

A leading platform for human + AI collaboration used by millions of teams globally to achieve their goals.

What you will do

• Support English and French-speaking customers with complex product issues and consultative guidance.
• Troubleshoot SaaS-specific problems including SAML/SSO authentication, browser behavior, and user access.
• Manage support cases end-to-end and serve as a dedicated escalation point for urgent tickets.
• Collaborate with product teams to escalate bugs and share customer feedback to influence business outcomes.
• Mentor junior team members and lead small projects to improve team-wide processes and documentation.
• Conduct customer calls to accelerate the resolution of complex technical cases.

Requirements

• 3-6 years of experience in technical support within a SaaS or tech environment.
• Fluent written and verbal proficiency in both English and French.
• Must be based in or able to work from the Dublin office (Hybrid schedule).
• Strong technical aptitude for troubleshooting authentication (SSO/SAML) and user access problems.
• Familiarity with AI tools or prompt-based interfaces.
• Experience operating in ambiguous environments providing consultative support.

Nice to have

• Proficiency with Asana or other work management platforms.
• Experience in technical support specifically related to API and integrations.
• Live channel experience (video, phone).

Culture & Benefits

• Competitive compensation package with yearly pay equity audits.
• Mental health, wellness, and fitness benefits.
• Inclusive family building benefits and long-term savings or retirement plans.
• In-office culinary options and career coaching support.
• Office-centric culture combining team collaboration with hybrid flexibility.