Product Support Specialist

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 Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Wednesday, and Thursday. Most Asanas have the option to work from home on Mondays and Fridays. If you're interviewing for this role, your recruiter will share more about the in-office requirements.  Coverage may be needed on some weekends or holidays in this role.

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.
• Address complex product issues requiring deeper investigation and have solid knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked.
• 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.
• Serve as a point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution.
• Identify opportunities for and lead customer calls to accelerate complex case resolution.
• 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.
• Identify trends with supporting data and suggest product or process improvements to Lead/Manager.
• Provide light mentoring to more junior team members to elevate the team's overall capability and knowledge.
• Contribute to the improvement of team-wide processes, documentation, or tools, and support internal ad-hoc projects as needed.
• Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score.

About you

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making.
• 2-4 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.
• Proactive and transparent written and verbal English communication skills. You communicate clearly with customers and internal stakeholders, 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.
• Comfortable operating in ambiguous enviro