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Technical Support Engineer



IT, Customer Service
Warsaw, Poland
Posted on Monday, December 11, 2023

We pride ourselves in providing exceptional customer service and support. We are looking for a Technical Support Engineer for the User Operations team. This new team will join our already robust global product support team, and focus on advanced technical troubleshooting and collaborating closely with our Research & Development teams. You will play a critical role in this newly formed team, working with customers to understand their needs, and using your deep technical skills and understanding in helping them to achieve their goals using our product. We are looking for big thinkers and innovators who can see beyond the symptomatic issues, and can provide scalable solutions for the root causes underlying different problems. This role will require an analytical mindset to troubleshoot and resolve technical issues received by customers and internal staff, and work cross-functionally with our revenue, product and engineering teams to ensure that our customers have the best possible experience.

This role is based in our Warsaw office with an office-centric hybrid schedule. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements.

What you’ll achieve

  • Provide technical support to customers, including debugging and troubleshooting technical inquiries, ensuring that requests are addressed in a timely manner that leaves our customers satisfied
  • Work with our R&D team to understand and navigate our codebase, and bring this knowledge to resolving customer queries
  • Provide best in industry customer experiences through a range of different channels; email, phone and live chat
  • Build strong internal relationships, working closely with other customer-facing teams to identify customer needs and develop solutions to meet those needs
  • An escalation point for support agents with the opportunity to coach staff on technical matters
  • Develop and maintain technical documentation, knowledge bases, and other support resources

About you

  • 2+ years of technical support or related experience
  • Fluency in written and spoken English and German
  • Strong technical background, with a deep understanding of software development and architecture
  • Proven experience working closely with product and engineering teams to achieve customer outcomes
  • Strong communication and interpersonal skills, with the ability to work cross-functionally and build relationships with customers and internal teams
  • A deep knowledge of troubleshooting on REST APIs, and integrations built on them
  • Strong analytical and problem-solving skills, with the ability to quickly identify and resolve technical issues
  • Experience working in a fast-paced, agile environment
  • Bachelor's degree in Computer Science or related field (or equivalent work experience)

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit.

For this role, the estimated base salary range is between zł101,900 - zł133,100. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. The listed range above is a guideline, and the base salary range for this role may be modified.

In addition to base salary, your compensation package may include additional components such as equity, sales incentive pay (for most sales roles), and benefits. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

We strive to provide equitable and competitive benefits packages that support our employees worldwide and include:

  • 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

These are just some of the benefits we offer, and benefits may vary based on role, country, and local regulations. If you're interviewing for this role, speak with your Talent Acquisition Partner to learn more about the total compensation and benefits for this role.

About us

Asana helps teams orchestrate their work, from small projects to strategic initiatives. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named a Top 10 Best Workplace for 5 years in a row, is Fortune's #1 Best Workplace in the Bay Area, and one of Glassdoor’s and Inc.’s Best Places to Work. After spending more than a year physically distanced, Team Asana is safely and mindfully returning to in-person collaboration, incorporating flexibility that adds hybrid elements to our office-centric culture. With 11+ offices all over the world, we are always looking for individuals who care about building technology that drives positive change in the world and a culture where everyone feels that they belong.

We believe in supporting people to do their best work and thrive, and building a diverse, equitable, and inclusive company is core to our mission. Our goal is to ensure that Asana upholds an inclusive environment where all people feel that they are equally respected and valued, whether they are applying for an open position or working at the company. We provide equal employment opportunities to all applicants without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law. We also comply with the San Francisco Fair Chance Ordinance and similar laws in other locations.