Product Support Specialist

Asana•San Francisco, CA

7h•$100,000 - $114,000•Hybrid

About The Position

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.

Requirements

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

Nice To Haves

Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus

Responsibilities

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.