Enterprise Solutions Engineer, Service Management

About This RoleAI processing…

Key Responsibilities

• 1
  Partner with the incubation Account Executive to lead technical validation for IT and service team opportunities within various customer segments and industries, from discovery through proof, demo, and close
• 2
  Develop a deep understanding of IT and service management workflows—including request intake, approvals, triage, fulfillment, cross-functional coordination, and knowledge sharing—and map those workflows to Asana Service Management
• 3
  Translate customer pain points into practical solution designs and compelling business value narratives for IT leaders, service owners, and cross-functional stakeholders
• 4
  Conduct technical discovery sessions, whiteboard conversations, and tailored product demonstrations that position Asana within the customer's existing technology landscape
• 5
  Help customers envision how modern service delivery, workflow automation, and AI can improve employee experience and operational efficiency
• 6
  Advise on solution architecture, integrations, admin considerations, and deployment approach so customers can confidently evaluate fit
• 7
  Partner closely with existing Asana AEs, CSMs, and core Solutions Engineers to uncover and support expansion opportunities within accounts that already use Asana for other teams
• 8
  Build repeatable demo assets, solution patterns, technical collateral, and feedback loops that enable the broader field organization as this motion scales
• 9
  Surface structured customer feedback, objections, and product gaps to Product, Product Marketing, and Sales leadership to inform roadmap and GTM strategy
• 10
  Deliver technical enablement and best practices that help the broader revenue organization have stronger conversations with IT and service buyers

Requirements

• Demonstrates curiosity about AI tools and emerging technologies, with a willingness to learn and leverage them to enhance productivity, collaboration, or decision-making
• 5+ years of experience in Solutions Consulting, Sales Engineering, or similar customer-facing technical roles
• Strong understanding of IT and service team personas, including familiarity with service delivery workflows, operational pain points, and the systems these teams use every day
• Strong discovery skills with the ability to uncover customer workflows, technical constraints, decision criteria, and success metrics before jumping to a solution
• Proficiency in designing and delivering product demonstrations, workshops, and whiteboard sessions for both technical and executive audiences
• Ability to explain technical concepts clearly and credibly, including LLMs, AI agents, integrations, workflow design, data structure, permissions, and automation concepts
• Strong collaboration skills and the ability to work seamlessly with AEs, CSMs, Product, Product Marketing, and other Solutions Engineers to drive customer outcomes
• Comfort operating in early-stage or incubation motions where messaging, product capabilities, and playbooks are evolving in real time
• Adaptability, intellectual curiosity, and a strong builder mentality
• Familiarity with service management methodologies such as ITIL, service catalog design, SLA frameworks, and incident/request workflows
• Experience with tools in categories such as ITSM, ESM, ticketing, knowledge management, identity, or workflow automation
• Background supporting displacement or migration conversations from legacy enterprise software
• Understanding of AI-powered automation, self-service experiences, or employee service delivery use cases
• Comfort with modern sales and demo tooling, and with building scalable technical content for a growing field organization

Perks & Benefits