Product Support Specialist (Singapore - Weekend Coverage) en Anthropic

Híbrido - Singapore

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We are hiring our first Singapore‑based Product Support Specialists, who will grow our global presence as a team and serve as champions of our unique support brand. 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.

Requirements

Skills

  • Experience providing technical product support within a second tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products and ability to read technical documentation
  • Ability to thrive in fast‑paced, reactive situations while meeting support metrics such as CSAT and SLA
  • Strong user empathy and expertise in the lifecycle of a support case
  • Crisp, kind written communication skills and attention to detail
  • Enjoy helping others learn about new features and complex concepts
  • Persistence and curiosity for troubleshooting bugs and improving processes
  • Experience contributing to the foundations of a support team
  • Proficiency in working in a technical environment
  • Deep sense of ownership and excitement about building a team

Responsibilities

  • Become an expert in all Anthropic products
  • Respond to user support cases ranging from billing and account questions to complex API debugging
  • Communicate clearly and empathetically with a wide range of user personas, from executives to consumer users
  • Manage on‑call tasks for high‑urgency issues, including pager duty during APAC hours to ensure 24/7 support
  • Prioritize and adapt to an evolving product landscape
  • Operate in ambiguity and make informed decisions in novel situations
  • Partner with engineers, teammates, and internal stakeholders to diagnose and resolve user issues
  • Suggest and drive improvements to increase user satisfaction and reduce contact rates
  • Uplevel the team’s technical knowledge by scoping gaps and building resources

Technologies

APISaaS

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