Product Support Specialist - French Speaking
$57,000–$63,000 year
HybridDublin, Leinster, Ireland
Job Summary
Manage complex product issues and high-volume customer inquiries with fluency in English and French, independently resolving SaaS challenges involving authentication, browser behavior, and workflow troubleshooting. Own support cases end-to-end, acting as the escalation point for urgent tickets while autonomously leading customer calls to accelerate resolution. Serve as a key liaison between customers and internal teams to escalate bugs, share feedback, and contribute to knowledge content, proactively raising case trends to influence business outcomes. Provide moderate mentoring to junior members and support internal ad-hoc projects to improve team processes. Work from our Dublin office on a hybrid schedule with on-call coverage for weekends and holidays.
Required Qualifications
- Fluent written and verbal French proficiency
- 3-6 years of experience in a customer-facing technical support role in a SaaS or tech environment
- 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
- Excellent written and verbal English and French communication skills
- Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems
- Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
- Experienced in and comfortable with operating in ambiguous environments, providing consultative support to customers
- Willingness and desire to learn and adopt new skills—both technical and non-technical—in order to craft and deliver the best solutions
- Must be available for coverage on some weekends or holidays
- Standard in-office days are Monday, Tuesday, and Thursday
- Most Asanas have the option to work from home on Wednesdays
- Working from home on Fridays depends on the type of work you do and the teams with which you partner
Desired Qualifications
- Live channel experience (video, phone)
- Proficiency with Asana (or other work management platforms)
- Experience in technical support, especially API & integrations and workflow troubleshooting
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