Product Support Specialist at Anthropic

Hybrid - New York City, NY; San Francisco, CA; Seattle, WA

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Product Support Specialist at Anthropic will provide expert support for Anthropic’s AI products across multiple U.S. offices, collaborating with engineering and product teams, troubleshooting API and authentication issues, and driving process improvements to enhance customer satisfaction.

Salary

USD 131,040 - 210,000

Requirements

Skills

  • Several years of relevant experience in technical product support in a high growth tech company, including API debugging, preferably in a second tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products
  • Ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (CSAT, SLA, etc.)
  • Strong user empathy and expertise in the lifecycle of a support case
  • Crisp but kind written communication skills
  • Enjoy helping others learn about new features and complex concepts
  • Experience troubleshooting SSO, SAML, and OAuth authentication flows
  • Persistent and curious; enjoy hunting bugs or issues
  • Experience contributing to the foundations of a support team
  • Proficient at working in a technical environment and interested in Anthropic’s products
  • Deep sense of ownership and excitement to help build the team
  • 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

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

Technologies

BashPythonJavaScriptSSOSAMLOAuthSQLGitLLM

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