Hey Kevin, I'm familiar with most of our WSA team, as they came from Support, and I've been here for a few years.. That said, in terms of actual technical job description.. The ASE would be the main point of contact for all technical issues within Workfront, handling things like determining if functionality is working as intended, and being your liaison with our engineering teams. An ASE gets to know your processes that you talk about more often, and you build a close relationship with them. A WSA would be more like a contractor that you give work to do, and pay for a certain amount of time per month. Part of being on the ASE team though, means that we have a bit more experience than our Tier 1 counterparts, typically have an admin account in most of our customer environments for quicker and easier troubleshooting, and have regular cadence calls with most customers to discuss support requests, questions, what's coming, etc. Think of it more like a technical account manager with a more hands on approach to your needs as a company, but without paying for a set amount of hours. We also don't typically build things out in customer environments, but we'll give expert advice and direction on how to do it. I find that the customers I work with tend to love having a single point of contact versus working with multiple folks on multiple requests, it just makes life easier without having to explain everything to everyone over and over. Thanks for the question! Dustin Martin Assigned Support Engineer Workfront
