Product Support Specialist

Our Customer Product 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 San Francisco 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:

• Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role.
• Deliver high-quality, efficient support across a wide range of product areas, from basic feature guidance to complex technical troubleshooting. This often requires moving conversations to video calls with screen sharing to effectively diagnose and resolve issues.
• Own support cases end-to-end, ensuring timely follow-up, clear communication, and full resolution, while managing a high volume of customer inquiries with accuracy, speed, and empathy.
• Troubleshoot and resolve common SaaS issues, including authentication (SAML/SSO/etc), browser behavior, user access, and workflow troubleshooting.
• Act as a key liaison between the product team and our customers, partnering with internal teams to escalate bugs, share customer feedback, and contribute to knowledge content.
• Help identify patterns in customer inquiries that point to product or process improvements.
• Update and maintain Support’s internal knowledge base with insights from customer engagements, ensuring all information is current and easily accessible.
• Provide assistance to colleagues in Customer Support by responding to questions and requests about complex cases.
• Meet team standards for important metrics such as response time to new cases, customer satisfaction score, and number of cases resolved.
• Coverage may occasionally be required on weekends or holidays.

About you:

• 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment; live channel experience (video, phone) preferred
• Empathetic, curious, and committed to helping customers feel heard and supported
• Strong critical thinking and problem solving skills with the ability to break down complex topics into clear, actionable steps; strong technical aptitude
• Excellent, proactive, and transparent written and verbal English communication skills; follow-ups are rarely needed. You effectively communicate complex technical and non-technical information across all organizational levels, from operations to executives. You can quickly understand complex questions and concepts while maintaining a professional, friendly, and human tone.
• Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
• Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support
• Comfortable with and has experience working in ambiguous environments while working in a consultative manner with customers 
• Willingness and desire to learn and adopt new skills - both technical and non-technical - in order to craft and deliver the best solutions, whether it’s learning new product functionality or leveling up your technical troubleshooting skills
• Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus

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 $100,000 - $114,000. 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.

#LI-Hybrid #LI-FN1