Product Support Specialist

About the Role

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. As a Product Support Specialist, you’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day to day. Additionally, you’ll help us identify – and close – gaps in our team’s technical knowledge, provide high-touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale.

Responsibilities

• Become an expert in all Anthropic products
• Respond to user support cases with a variety of complexity, from questions for individuals to complex API debugging for large businesses
• Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace
• Manage on-call tasks for high-urgency user issues with extreme ownership
• Prioritize critically and comfortably adapt to an ever-evolving product landscape
• Operate in ambiguity, making informed decisions even in never-before-seen situations
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
• Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates
• Uplevel our team’s technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products

Requirements

• Experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team
• Familiarity with APIs and technical SaaS products and can deeply understand technical docs with ease
• Demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
• Strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
• Crisp but kind written communication skills and a deep care for the details
• Enjoy helping others learn about new features and complex concepts
• Experience troubleshooting SSO, SAML, and OAuth authentication flows
• Persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
• Experience contributing to the foundations of a support team – this is essential, highly valuable, but often unglamorous work
• Proficient at working in a technical environment and are interested in Anthropic’s products
• Possess a deep sense of ownership, and are excited to help us build our team!
• Hold at least a Bachelor's degree in a related field or equivalent experience

Qualifications

• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
• Understanding of LLM capabilities, practical applications, and current limitations
• Familiarity with enterprise networking concepts and IT infrastructure
• Familiarity with Git workflows and version control concepts
• SQL proficiency for querying logs and investigating issues
• Experience supporting government or public sector customers, including familiarity with compliance requirements and security frameworks
• Background in team lead roles or managing contract/vendor support teams