Designated Support Engineer

Our Customer 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 Chicago 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. If you're interviewing for this role, your recruiter will share more about the in-office requirements.

What you’ll achieve

• Serve as the designated Support contact for high value customer accounts, assisting with customer inquiries, feature requests, bug reports, and Asana best practices to drive adoption and improve utilization
• Host live video calls upon request, exploring and resolving urgent, high severity issues for our top customers
• Gain a strong understanding of where Support can assist your named customers, and develop a positive, consultative relationship to help them transform the way they work with Asana
• Assist customers of all sizes via email, resolving inquiries and empowering users to make the most of Asana
• Update and maintain Support’s internal knowledge base with insights from customer engagements, ensuring all 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 important metrics such as response time to new cases, customer satisfaction score, number of cases resolved and other metrics as appropriate
• Establish and maintain strong relationships with cross functional partners in Product & Engineering, Sales, Customer Success, Renewals, Professional Services, Finance, and beyond

About you

• 5+ years of Customer Support experience; live channel experience preferred (chat, phone)
• Experience in technical support, esp. API & integrations, workflow troubleshooting
• Natural troubleshooting skills and strong technical aptitude
• Excellent written and verbal communication skills in English
• Impeccable customer skills: communication, empathy, integrity
• Tenacious work ethic and relentless attention to detail
• Proficiency with Asana and other work management platforms a plus
• Demonstrated curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between $91,000 - $103,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

• Mental health, wellness & fitness benefits
• Career coaching & support
• Inclusive family building benefits
• Long-term savings or retirement plans
• In-office culinary options to cater to your dietary preferences

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

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