Product Support Specialist

Role overview

Asana’s Customer Product Support team works with customers to help them gain clarity, solve work-related challenges, and get better outcomes from the platform. The team combines product knowledge with a customer-first mindset, supporting questions, feature ideas, and bug investigations while sharing best practices that help customers work more effectively. They also bring customer feedback back into product conversations and aim to make every interaction empathetic, clear, and outcome-focused.

Work setup

This position is based in Asana’s Dublin office and follows an office-focused hybrid arrangement. The usual in-office days are Monday, Tuesday, and Thursday. Most team members may work from home on Wednesdays, while Friday work-from-home availability depends on the nature of the work and the teams involved. Some weekend or holiday coverage may be required. If you move forward in the interview process, the recruiter will explain the office attendance expectations in more detail.

What you’ll do

• Support English- and German-speaking customers with fluent written and spoken communication in both languages.
• Build deep expertise in Asana’s platform, keep pace with feature launches and best practices, and guide customers in a consultative way rather than handling only basic Q&A.
• Investigate and resolve complex product problems by using advanced platform knowledge, internal experts, and third-party tools when needed.
• Manage support cases from start to finish with prompt follow-up, accurate updates, and a high level of care, even when the ticket volume is heavy.
• Work through common SaaS issues such as SSO/SAML authentication, browser-related behavior, user access, and workflow problems.
• Be the escalation contact for urgent customer matters or issues tied to specific products, using strong de-escalation skills to drive resolution.
• Proactively arrange and run customer calls when live discussion will help speed up resolution of complicated cases.
• Act as a bridge between customers and product teams by escalating bugs, sharing feedback, and contributing to help content.
• Spot recurring case patterns, back them with data, and suggest product or process improvements to leadership.
• Provide light mentoring to junior teammates to help strengthen the team’s overall capability.
• Take ownership of small initiatives and contribute to better team processes, documentation, tools, and other internal projects.
• Work toward team performance goals such as time to resolution and customer satisfaction.

What we’re looking for

• 3–6 years of experience in a technical customer support role within SaaS or technology, with live support experience by phone or video preferred.
• A calm, empathetic approach with genuine curiosity and a strong commitment to making customers feel understood and supported.
• Strong analytical thinking and troubleshooting ability, with the skill to break down complex issues into practical next steps.
• Excellent written and spoken English and German, with confident, proactive communication across different levels of an organization.
• Hands-on experience resolving common SaaS issues, including authentication, browser behavior, extensions, cache, and access problems.
• Comfort using AI tools or prompt-based interfaces and interest in applying technology to improve support work.
• Ability to work effectively in ambiguous situations while offering consultative guidance to customers.
• Openness to learning new technical and non-technical skills to deliver the best possible solutions.
• Experience with Asana or similar work management tools, plus exposure to API integrations and workflow troubleshooting, is advantageous.

Compensation and benefits

The estimated annual base salary for this position is €57,000 to €63,000. Final compensation will depend on market conditions and the candidate’s qualifications as assessed during the hiring process.

Asana’s benefits package includes mental health, wellness, and fitness support; career coaching; family-building benefits; long-term savings or retirement plans; and in-office food options tailored to different dietary preferences.

About Asana

Asana is a platform for human and AI collaboration used by millions of teams to move important work forward faster. The company has been recognized repeatedly for its workplace culture and innovation and operates with an office-centric approach that blends the best parts of hybrid work. With offices across the globe, Asana looks for people who want to build technology that creates positive impact and a workplace where everyone feels included.

Additional information

Coverage may be needed on some weekends or holidays. The recruiter will provide more details about office attendance expectations during the interview process. Asana also invites interested candidates to join its talent network to stay informed about future opportunities and company updates.