Product Support Specialist

Our Customer Product Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. This role is based in our Dublin office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. Coverage may be needed on some weekends or holidays in this role. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What You'll Achieve

• Supporting our English and German-speaking customer base, requiring fluent written and verbal proficiency. - Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. - Manages complex product issues requiring deeper investigation and advanced knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. - Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy. - Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting. - Serve as the dedicated point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution. - Autonomously identify opportunities for and lead customer calls to accelerate complex case resolution. - Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content. - Raise case trends with supporting data and propose product or process improvements to Lead/Manager to proactively influence business outcomes. - Proactively provide moderate mentoring to more junior team members to elevate the team's overall capability and knowledge. - Own small projects as needed and contribute to the improvement of team-wide processes, documentation, or tools. You will also support internal ad-hoc projects that support broader business priorities and team enhancements. - Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score.