Product Support Specialist

📋 Description

• Provide expert English and French customer support for Asana users.
• Become a platform expert, staying current on features and best practices.
• Handle complex product issues and coordinate with internal teams.
• Own support cases end-to-end with timely follow-up and clear communication.
• Troubleshoot SaaS issues including authentication, browser behavior, and access.
• Escalate urgent issues and lead resolution with customers.

🎯 Requirements

• 3-6 years in a customer-facing technical SaaS support role.
• Empathetic, curious, and customer-focused.
• Strong analytical and problem-solving skills with clear steps.
• Fluent written and verbal English and French.
• Experience troubleshooting SaaS issues: authentication (SSO/SAML), browser behavior, and user access.
• Proficiency with Asana or similar work-management platforms; API integrations a plus.

🎁 Benefits

• Mental health, wellness and fitness benefits.
• Career coaching and support.
• Inclusive family building benefits.
• Long-term savings or retirement plans.
• In-office culinary options to cater to dietary preferences.