Asana16.05.2026
Product Support Specialist
Dublin
Обязанности
- 01Support English and German-speaking customers
- 02Become an expert in Asana’s platform and develop consultative customer relationships
- 03Manage complex product issues requiring deeper investigation
- 04Own support cases end-to-end, ensuring timely follow-up and resolution
- 05Troubleshoot and resolve common SaaS issues (authentication, browser behavior, user access, workflows)
- 06Serve as the dedicated point of escalation for urgent customer issues
- 07Autonomously lead customer calls to accelerate complex case resolution
- 08Act as a liaison between product team and customers, escalating bugs and sharing feedback
- 09Raise case trends with data and propose product or process improvements
- 10Provide mentoring to more junior team members
- 11Own small projects and contribute to team-wide process, documentation, or tool improvements
- 12Support internal ad-hoc projects
- 13Meet team standards for key metrics (resolution times, customer satisfaction)
Требования
- 013-6 years of experience in a customer-facing technical support role in a SaaS/tech environment
- 02Empathetic, curious, and committed to helping customers
- 03Strong critical thinking and problem-solving skills
- 04Strong technical aptitude
- 05Excellent written and verbal communication skills in English and German
- 06Experience troubleshooting SaaS issues (authentication, browser behavior, user access)
- 07Familiar with AI tools or prompt-based interfaces
- 08Comfortable operating in ambiguous environments and providing consultative support
- 09Willingness to learn and adopt new technical and non-technical skills
Условия
- 01Role based in Dublin office with office-centric hybrid schedule
- 02Standard in-office days: Monday, Tuesday, Thursday
- 03Option to work from home on Wednesdays
- 04Working from home on Fridays depends on work and teams
- 05Coverage may be needed on some weekends or holidays
- 06Estimated base salary range: €57,000-63,000
- 07Mental health, wellness & fitness benefits
- 08Career coaching & support
- 09Inclusive family building benefits
- 10Long-term savings or retirement plans
- 11In-office culinary options