Cache Support Specialist (m/w/d)

Asana

Our Customer Product Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. This role is based in our Dublin office with an office-centric hybrid schedule. The 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. Coverage may be needed on some weekends or holidays in this role. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What You'll Achieve * Supporting our English and German-speaking customer base, requiring fluent written and verbal proficiency. * Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. * Manages complex product issues requiring deeper investigation and advanced knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. * 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 the dedicated point of escalation for urgent customer issues or tickets pertaining to specified products, demonstrating a mastery of de-escalation and resolution. * Autonomously 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. * Raise case trends with supporting data and propose product or process improvements to Lead/Manager to proactively influence business outcomes. * Proactively provide moderate mentoring to more junior team members to elevate the team's overall capability and knowledge. * Own small projects as needed and contribute to the improvement of team-wide processes, documentation, or tools. You will also support internal ad-hoc projects that support broader business priorities and team enhancements. * Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score. About you * 3-6 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. * Demonstrate strong communication skills—your written and verbal English and German communication is excellent, proactive, and transparent, effectively communicating complex information across all organizational levels. * Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems. * Familiar with AI tools or prompt-based interfaces, and excited about using technology to enhance support. * 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. * Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.   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 €57,000-63,000. The actual base salary will vary based on various factors, including market and individual qualifications objectively assessed during the interview process. 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 #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ 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. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.

Asana

PRODUCT SUPPORT SPECIALIST Our Customer Support team helps customers find clarity in their work and get results with Asana. We are Asana experts and productivity savants who are passionate about investing in our customers’ success. We help customers with questions, feature requests, and bug reports, and educate them about best practices. Within the organization, we amplify our customers’ voices in product development, and we encourage that dialogue through our support channels. We measure our success by our customers’ success, and we get there by exemplifying empathy with our customers. This role is based in our Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Wednesday, and Thursday. Most Asanas have the option to work from home on Mondays and Fridays. If you're interviewing for this role, your recruiter will share more about the in-office requirements.  Coverage may be needed on some weekends or holidays in this role. WHAT YOU’LL ACHIEVE * Become an expert in Asana’s platform, staying up-to-date on new features and best practices, and develop a positive, consultative relationship to help customers transform the way they work. Given the complexity and breadth of Asana's use across many industries, this is not a typical "question and answer" support role. * Address complex product issues requiring deeper investigation and have solid knowledge of the platform. You will independently resolve most product issues and expertly consult internal experts and 3rd-party tools when blocked. * 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. * Identify trends with supporting data and suggest product or process improvements to Lead/Manager. * Provide light mentoring to more junior team members to elevate the team's overall capability and knowledge. * Contribute to the improvement of team-wide processes, documentation, or tools, and support internal ad-hoc projects as needed. * Meet team standards for important metrics such as assignment to resolution times and customer satisfaction score. ABOUT YOU * Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making. * 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. * Proactive and transparent written and verbal English communication skills. You communicate clearly with customers and internal stakeholders, maintaining a professional, friendly, and human tone. * Experience troubleshooting common issues related to SaaS products, including authentication (SSO/SAML/native), browser behavior (extensions, cache), and user access problems. * Comfortable operating in ambiguous environments and 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. * Proficiency with Asana (or other work management platforms) and experience in technical support, especially API & integrations and workflow troubleshooting a plus.   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 $85,000.00 - $94,000.00 AUD. 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 recruiter 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 recruiter to learn more about the total compensation and benefits for this role. 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. #LI-Hybrid About us Asana is a leading platform for human + AI collaboration. Millions of teams around the world rely on Asana to achieve their most important goals, faster. Asana has been named to Fortune's Best Workplaces for 7+ years and recognized by Fast Company, Forbes, and Gartner for excellence in workplace culture and innovation. We offer an exceptional office-centric culture while adopting the best elements of hybrid models to ensure that every one of our global team members can work together effortlessly. With 13+ 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. Join Asana’s Talent Network to stay up to date on job opportunities and life at Asana.

Graphcore

ABOUT GRAPHCORE At Graphcore, we’re building the future of AI compute.We’re a team of semiconductor, software and AI experts, with deep experience in creating the complete AI compute stack - from silicon and software to infrastructure at datacenter scale.As part of the SoftBank Group, backed by significant long-term investment, we are delivering key technology into the fast-growing SoftBank AI ecosystem.To meet the vast and exciting AI opportunity, Graphcore is expanding its teams around the world.We are bringing together the brightest minds to solve the toughest problems, in a place where everyone has the opportunity to make an impact on the company, our products and the future of artificial intelligence. JOB SUMMARY As a research engineer at Graphcore, you will contribute to the advancement of AI research, investigating new ideas that push the limits on important AI/ML problems. Specialised hardware has been the key driver of the progress of AI over the last decade, and we believe that hardware-aware AI algorithms and AI-aware hardware developments will continue to be critical to advancing this exciting field. We are therefore looking for individuals who combine strong machine learning experience with practical engineering skills to deliver impactful AI research. We are seeking AI researchers with strong software engineering experience, particularly in lower-level programming and performance optimisation for hardware efficiency. Our research spans a broad range of topics, including efficient training and inference, world models, life sciences, reinforcement learning, and beyond. You will work closely with researchers to generate ideas and translate them into scalable implementations, contributing to publications and projects that help to steer the future of AI hardware.   THE TEAM Graphcore Research participates in both fundamental and applied research, to characterise the computational requirements of machine intelligence and to demonstrate how hardware can drive the next generation of innovative AI models. We publish at leading AI/ML conferences (NeurIPS, ICML, ICLR) as well as specialist workshops, and collaborate with other research teams and organisations across the world. We pride ourselves on being a supportive and collaborative team, where we organise around our individual research interests to solve problems together in domains such as efficient compute, model scaling and distributed training and inference of AI models for multiple modalities and applications, including for sequence- and graph-based data. We’re based across London, Cambridge and Bristol, with projects and discussions that involve all our locations. Perhaps the best way to get an idea of what we’re all about is to read one of our papers or an article on our blog. If you’re excited to work at the cutting edge of AI supported by new hardware and want to develop your skills in this area, we’d love to hear from you! RESPONSIBILITIES AND DUTIES * Generate AI/ML ideas, design experiments, implement them & evaluate results. * Prepare, submit & present your work to AI conferences and workshops. * Provide technical insight to internal teams by designing experiments and delivering clear, actionable reports. * Collaborate with researchers, silicon and software engineers at Graphcore to help define, build and test Graphcore’s next generation of AI hardware.   ABOUT YOU: Essential: *  Master’s, PhD or equivalent experience in a technical discipline (e.g., Maths, Statistics, Computer Science, Physics, Chemistry). * Python programming in a modern deep learning framework, e.g. PyTorch or JAX. * Familiar with deep learning fundamentals: models, optimisation, evaluation and scaling. * Capable of designing, executing and reporting from ML experiments. * Lower-level programming for hardware efficiency, e.g. C++/CUDA/Triton. * Practical familiarity with hardware capabilities for deep learning – threads, caches, vector & matrix engines, data dependencies, bus widths and throttling. * Practical familiarity with software stacks for deep learning – compilation, kernel fusion, XLA/ATen ops, streams, and asynchronous execution Desirable: * Mathematics skills to support the above: calculus, probability theory and linear algebra. * Experience submitting papers to international scientific conferences or workshops.   BENEFITS In addition to a competitive salary, Graphcore offers flexible working, a generous annual leave policy, private medical insurance and health cash plan, a dental plan, pension (matched up to 5%), life assurance and income protection. We have a generous parental leave policy and an employee assistance programme (which includes health, mental wellbeing, and bereavement support). We offer a range of healthy food and snacks at our central Bristol office and have our own barista bar! We welcome people of different backgrounds and experiences; we’re committed to building an inclusive work environment that makes Graphcore a great home for everyone. We offer an equal opportunity process and understand that there are visible and invisible differences in all of us. We can provide a flexible approach to interview and encourage you to chat to us if you require any reasonable adjustments.   Applicants for this position must hold the right to work in the UK. Unfortunately at this time, we are unable to provide visa sponsorship or support for visa applications