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, providing high-touch support to the businesses building on Claude. You’ll take the cases that need more than a help article: understanding how a customer has built on our platform (their integrations, their authentication and identity setup, their use of the models) and then investigating, diagnosing, and resolving their most complex technical needs.
What you'd do
- Provide high-touch support to our most strategic customers, communicating clearly and empathetically with a wide range of user personas, context-switching between guiding an executive through an incident and providing critical product knowledge to an admin in need of help within the same hour
- Serve as an escalation point for our most complex technical issues: reproducing customer issues, utilizing logs and traces, and providing solutions alongside engineers
- Troubleshoot SSO, SAML, and OAuth authentication flows, and the integration surface where our products meet a customer’s infrastructure
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
- Manage on-call tasks for high-urgency user issues with extreme ownership
- Respond to user support cases with a variety of complexity, from questions from individuals to complex API debugging for large businesses
- Become an expert in all Anthropic products, and delight in the hunt when something doesn’t behave as expected
- 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
- Suggest and drive improvements to increase user satisfaction through support processes, as well as own initiatives that increase efficiency and drive down contact rates
- Operate in ambiguity, making informed decisions even in never-before-seen situations
What they want
- Several years of technical product support experience at a high-growth tech company, including hands-on API debugging, ideally on a tier-two, escalated, or priority support team
- Experience supporting enterprise or strategic accounts: exec-level communication, escalation management, and working shoulder-to-shoulder with account and engineering teams
- Fluency with APIs and technical SaaS products; you read technical docs with ease and can reason about someone else’s architecture from a handful of clues
- Experience troubleshooting SSO, SAML, and OAuth authentication flows
- A demonstrated ability to thrive in fast-paced, reactive situations while hitting core support metrics (CSAT, SLA, and the like)
- Strong user empathy and mastery of the support case lifecycle; you read between the lines, get to the heart of the need, and resolve it fast
- Crisp but kind written communication and a deep care for detail
- Persistence and curiosity: you’re energized by tracking down a bug, and more energized by fixing it for every similar user going forward
- A deep sense of ownership, genuine interest in Anthropic’s products, and enthusiasm for helping build the team