The opportunity
As a Designated Support Engineer (DSE) at Asana, you’ll be the named technical support partner for a set of our enterprise customers. You’ll build strong, ongoing relationships through personalized support, timely case management, and deep product expertise.
What you'll do
Serve as the named support partner for designated customers, providing: guidance on issues, features, and best practices to accelerate adoption, optimize usage, and build long-term trusted customer relationships.
Manage the full lifecycle of product cases for your assigned: customers—triaging, troubleshooting, providing deep product knowledge, and resolving issues in partnership with internal teams.
Provide live, scheduled video support upon request, delivering high-touch service when it matters most.
Proactively identify and document product bugs with clear reproduction steps,: offering customer success perspectives on case volumes and trends.
Gain a strong understanding of where Support can assist your named customers,: developing a positive, consultative relationship to help them transform the way they work with Asana.
Collaborate closely with Customer Success Managers (CSMs) and Technical: Account Managers (TAMs) to align on account strategy and ensure a seamless customer experience, raising issue areas or trends to your Manager.
What they're looking for
- Monitor case volumes and SLAs across varying complexity levels, ensuring timely and premium resolution.
- Update and maintain Support’s internal knowledge base with insights from: customer engagements to ensure information is up-to-date.
- Provide assistance to colleagues in Customer Support by responding to: questions and requests about complex cases for other customers.
- Meet team standards for key metrics such as response time to new cases,: customer satisfaction score, and number of cases resolved.
