The IT Support Engineer, Executive Support role at Anthropic builds and leads a white‑glove support function for executives, ABPs, and the board, defining service models, runbooks, escalation paths, and maintaining on‑site presence in San Francisco while supporting a hybrid working model.
IT Support Engineer, Executive Support en Anthropic
Híbrido - San Francisco, CA
Más vacantes en AnthropicSalary
USD 230,000 - 265,000
Requirements
Skills
- 7+ years of experience in IT support and 3+ years in executive support
- Experience standing up a service or program from scratch (e.g., executive support desk, VIP support, or white‑glove service)
- Experience supporting executives, their assistants, or a board to a white‑glove standard
- Track record of handling sensitive requests with discretion and judgment
- Strong hands‑on IT support fundamentals: macOS primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle
- AV fluency for executive rooms and board meetings (setup, verification, and troubleshooting under time pressure)
- Composure when an urgent escalation lands and ability to pull in help
- High polish and low ego
- Security‑first mindset and excellent judgment about when user experience yields to security requirements
- Comfort with ambiguity and ability to make progress before processes exist
- Instinct to document runbooks, knowledge base articles, and status updates
- Bachelor’s degree or an equivalent combination of education, training, and/or experience
Responsibilities
- Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members
- Define the white‑glove service model for discretion‑sensitive asks and deliver it, holding confidentiality under pressure
- Design the board‑meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre‑checks through live triage
- Create exec‑support runbooks and SLAs that keep the service consistent as it grows
- Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go
- Handle ABP escalations and exec‑urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them
- Establish the board member device, account, and access setup process with our Onboarding lane
- Work the shared ticket queue with the SF Core team: walk‑ups, desk‑side help, hardware swaps, it‑assist overflow, and AV T1 triage
- Participate in the Core on‑call rotation and contribute to the knowledge base and runbooks
- Maintain a regular on‑site presence in San Francisco
Technologies
macOSidentity and access managementSaaShardwareAV
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