Asana

4 weeks ago

Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Join Asana's Sydney-based Customer Support team as a Product Support Specialist, helping customers maximize productivity with Asana, handling complex product issues, authentication, and integrations. You will own end-to-end support, mentor juniors, and collaborate with product teams to drive improvements. This office-centric hybrid role requires 2-4 years in SaaS support, strong communication, and empathy.

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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.

Key Requirements

•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.
•Proficiency with Asana (or other work management platforms) and experience in technical support, especially API integrations and workflow troubleshooting a plus.
•Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior, and user access problems.

Experience:2-4 yearsSaaSWork managementProductivity tools

Skills:EmpathyCommunicationProblem-solvingCuriosityTeamwork

Languages:English

Tech Stack:AsanaAPIsSAMLSSOAuthenticationBrowser

Company Brief

Asana

Asana provides a work management platform that helps teams coordinate, track, and manage tasks, projects, and workflows. It offers collaboration, task tracking, automation, and reporting tools for organizations of all sizes.

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.2

Website LinkedIn Glassdoor

Loading job details...

Preparing the role view and application actions.

Asana

4 weeks ago

Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 5 hours agoStatus: Live

Job Summary

Location: Sydney

Workplace: Hybrid

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Key Responsibilities

•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.

Key Requirements

•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.
•Proficiency with Asana (or other work management platforms) and experience in technical support, especially API integrations and workflow troubleshooting a plus.
•Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior, and user access problems.

Experience:2-4 yearsSaaSWork managementProductivity tools

Skills:EmpathyCommunicationProblem-solvingCuriosityTeamwork

Languages:English

Tech Stack:AsanaAPIsSAMLSSOAuthenticationBrowser

Company Brief

Asana

Industry: Enterprise Software

Company Size: Enterprise (1,001+ employees)

Revenue: USD 500M to 1B

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.2

Website LinkedIn Glassdoor