<p id="p-rc_9f11a9c769dfd22c-63" data-path-to-node="4"><span data-path-to-node="4,0">As a Designated Support Engineer (DSE) at Asana, you’ll be the named technical support partner for a set of our enterprise customers</span><span data-path-to-node="4,2">. You’ll build strong, ongoing relationships through personalized support, timely case management, and deep product expertise</span><span data-path-to-node="4,4">. This is a hands-on role focused on delivering high quality, customer centric service to our most engaged users, ensuring that entitled customers receive responsive, thoughtful, and proactive support</span><span data-path-to-node="4,6">.</span></p> <p id="p-rc_9f11a9c769dfd22c-64" data-path-to-node="5"><span data-path-to-node="5,0">In addition to owning support for your assigned accounts, you’ll also contribute to broader case queues, working cross-functionally with teams across Customer Support (including Technical Account Managers), Customer Success, and Product to help drive resolution and share insights</span><span data-path-to-node="5,2">. You’ll thrive in this role if you’re detail oriented, collaborative, and passionate about helping customers succeed</span><span data-path-to-node="5,4">.</span></p> <p id="p-rc_9f11a9c769dfd22c-65" data-path-to-node="6"><span data-path-to-node="6,0">This role is based in our Dublin office with an office-centric hybrid schedule</span><span data-path-to-node="6,2">. The standard in-office days are Monday, Tuesday, and Thursday</span><span data-path-to-node="6,4">. Most Asanas have the option to work from home on Wednesdays</span><span data-path-to-node="6,6">. Working from home on Fridays depends on the type of work you do and the teams with which you partner</span><span data-path-to-node="6,8">. If you're interviewing for this role, your recruiter will share more about the in-office requirements</span><span data-path-to-node="6,10">.</span></p> <p data-path-to-node="7"><strong data-path-to-node="7" data-index-in-node="0">What you’ll achieve</strong></p> <p id="p-rc_9f11a9c769dfd22c-66" data-path-to-node="8"></p> <ul data-path-to-node="9"> <li> <p id="p-rc_9f11a9c769dfd22c-67" data-path-to-node="9,0,0"><span data-path-to-node="9,0,0,0">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</span><span data-path-to-node="9,0,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-68" data-path-to-node="9,1,0"><span data-path-to-node="9,1,0,0">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</span><span data-path-to-node="9,1,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-69" data-path-to-node="9,2,0"><span data-path-to-node="9,2,0,0">Provide live, scheduled video support upon request, delivering high-touch service when it matters most</span><span data-path-to-node="9,2,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-70" data-path-to-node="9,3,0"><span data-path-to-node="9,3,0,0">Proactively identify and document product bugs with clear reproduction steps, offering customer success perspectives on case volumes and trends</span><span data-path-to-node="9,3,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-71" data-path-to-node="9,4,0"><span data-path-to-node="9,4,0,0">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</span><span data-path-to-node="9,4,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-72" data-path-to-node="9,5,0"><span data-path-to-node="9,5,0,0">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</span><span data-path-to-node="9,5,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-73" data-path-to-node="9,6,0"><span data-path-to-node="9,6,0,0">Monitor case volumes and SLAs across varying complexity levels, ensuring timely and premium resolution</span><span data-path-to-node="9,6,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-74" data-path-to-node="9,7,0"><span data-path-to-node="9,7,0,0">Update and maintain Support’s internal knowledge base with insights from customer engagements to ensure information is up-to-date</span><span data-path-to-node="9,7,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-75" data-path-to-node="9,8,0"><span data-path-to-node="9,8,0,0">Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases for other customers</span><span data-path-to-node="9,8,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-76" data-path-to-node="9,9,0"><span data-path-to-node="9,9,0,0">Meet team standards for key metrics such as response time to new cases, customer satisfaction score, and number of cases resolved</span><span data-path-to-node="9,9,0,2">.</span></p> </li> <li> <p id="p-rc_9f11a9c769dfd22c-77" data-path-