Job Overview Asana is seeking a dedicated Product Support Specialist to join our dynamic team in San Francisco, CA. In this role, you will be the frontline hero for our users, delivering exceptional technical support for Asana's powerful work management platform. You'll troubleshoot complex issues, educate customers on best practices, and contribute to product improvements that drive user success. If you thrive in a fast-paced environment and have a passion for helping people work smarter, this is your opportunity to make a real impact at a leading SaaS company. Key Responsibilities Respond promptly to customer inquiries via email, chat, and phone, diagnosing and resolving technical issues related to Asana's features, integrations, and performance. Collaborate with engineering and product teams to escalate bugs, provide detailed feedback, and advocate for user needs in roadmap discussions. Create and maintain high-quality knowledge base articles, troubleshooting guides, and video tutorials to empower self-service support. Analyze support trends using tools like Zendesk and Google Analytics to identify recurring issues and recommend proactive solutions. Conduct user training sessions, both one-on-one and in webinars, to maximize Asana adoption and feature utilization. Ensure all interactions align with Asana's commitment to empathy, efficiency, and excellence in customer experience. Required Qualifications Bachelor's degree in Computer Science, Information Technology, or a related field, or equivalent practical experience. 2+ years in technical support, customer success, or a similar role within a SaaS environment. Proven track record of handling high-volume support tickets with strong resolution rates. Familiarity with web technologies including HTML, CSS, JavaScript, APIs, and cloud services like AWS or Google Cloud. Skills Exceptional problem-solving abilities with a logical, methodical approach to debugging. Outstanding communication skills, both written and verbal, with the ability to explain technical concepts to non-technical users. Proficiency in support tools such as Zendesk, Intercom, or Jira. Strong empathy and customer-centric mindset, demonstrated through positive feedback and retention metrics. Analytical skills for data-driven insights, with experience in SQL or BI tools like Looker. Ability to multitask in a dynamic setting while maintaining attention to detail and composure under pressure. Company Info Asana is the leading work management platform that helps teams organize, track, and manage their work. Trusted by millions worldwide, including companies like NASA, Airbnb, and The New York Times, Asana empowers teams to achieve their goals with clarity and efficiency. Headquartered in San Francisco, we foster a collaborative, inclusive culture that values innovation, transparency, and work-life balance. Our remote-friendly environment supports diverse teams passionate about transforming how the world works. Benefits Competitive salary and equity package in a high-growth tech company. Comprehensive health, dental, and vision insurance with 100% premium coverage for employees. Unlimited PTO, 16 weeks paid parental leave, and flexible work hours. Professional development stipend, wellness programs, and catered meals at our SF office. Commuter benefits, home office setup allowance, and annual retreats to build team connections. Growth Opportunities At Asana, your career trajectory is shaped by you. We offer clear paths for advancement into Senior Support Specialist, Customer Success Manager, or Product Management roles. Regular performance reviews, mentorship programs, and access to internal training on emerging technologies ensure continuous learning. Join a company where 80% of promotions come from within, and contribute to products used by over 100,000 organizations globally.