Asana · 19 hours ago
Product Support Specialist
San Francisco
Full-time
Hybrid
Mid Level
$100K/yr - $114K/yr
3+ years expAsana is a leading platform for human + AI collaboration, and they are seeking a Product Support Specialist to help customers find clarity in their work. The role involves delivering high-quality support, troubleshooting complex issues, and acting as a liaison between customers and the product team to enhance user experience.
CollaborationEnterprise SoftwareSaaSSoftwareTask Management
Responsibilities
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
Qualification
Required
3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment
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
Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
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
Preferred
Live channel experience (video, phone) preferred
Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support
Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus
Benefits
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
Company
Asana
Asana is a software company that specializes in the fields of work management, productivity, team goals, and project execution.
1001-5000 employees
H1B Sponsorship
Asana has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (47)
2024 (81)
2023 (82)
2022 (93)
2021 (51)
2020 (41)
Funding
Current Stage
Public CompanyTotal Funding
$453.2MKey Investors
Silicon Valley BankManhattan Venture Partners (MVP)Generation Investment Management
2020-09-30IPO
2020-08-15Undisclosed
2020-06-08Debt Financing· $200M
Leadership Team
Dan Rogers
Chief Executive Officer
Sonalee Parekh
Chief Financial Officer
Recent News
2026-02-02
2026-01-16
Company data provided by crunchbase