We are hiring Support Engineers to serve as the named, dedicated Product Support point of contact for Anthropic's most strategic enterprise customers. As a Support Engineer, you’ll provide high‑touch, deeply contextual support to a defined book of accounts—embedded in your customers’ shared channels, known by name to their stakeholders, and partnering closely with Sales, Customer Success, and Applied AI as the technical support voice on the account team. You will bring deep knowledge of how each of your customers is built on Claude to every interaction, investigating, diagnosing, and resolving complex technical needs with nuance and speed while ensuring the right internal teams are engaged when needed.
Support Engineer en Anthropic
Híbrido - San Francisco, CA; New York City, NY; Seattle, WA
Más vacantes en AnthropicSalary
USD 210,000 - 250,000
Requirements
Skills
- 5+ years in technical product support with experience in escalated, priority, or named-account support for enterprise customers
- Known by name to enterprise customers and the first point of contact for technical help
- Deep fluency with APIs and technical SaaS products; ability to read technical documentation, error logs, and request traces
- Hands‑on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
- Persistence and curiosity in tracking down bugs
- Strong user empathy and crisp, kind written communication
- Comfortable operating in ambiguity and making informed decisions
- Ability to collaborate closely with Sales, Customer Success, and Applied AI without owning the commercial relationship
- Experience contributing to the foundations of a support team, such as writing runbooks
- Excitement about Anthropic’s products and shaping enterprise support
- SQL proficiency for querying logs and usage data
- Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
- Understanding of LLM capabilities, prompt engineering patterns, and current limitations
- Familiarity with enterprise networking concepts, cloud infrastructure (AWS, GCP), and IT environments
- Experience working inside a customer’s shared Slack or similar embedded-support model
- Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer‑platform or infrastructure company
Responsibilities
- Serve as the named technical support contact for a defined book of strategic enterprise accounts
- Own customers’ technical support needs end‑to‑end—investigate, diagnose, and resolve complex issues and partner with internal Engineering and Product teams
- Build deep, durable context on each customer’s architecture, integrations, and use cases
- Partner closely with the Customer Success Manager, Account Executive, and Applied AI team as part of a coordinated account team
- Capture technical feedback and product friction from accounts and route it to Product with detailed impact data
- Manage high‑urgency issues with extreme ownership and coordinate with the broader Product Support team for continuous coverage
- Help build the foundations of the Support Engineer function—runbooks, escalation paths, tooling, and metrics
- Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code
Technologies
APIsClaudeClaude for EnterpriseClaude CodeSSOSAMLOAuthenterprise authentication flowsSQLcommand line interfacesBashPythonJavaScriptLLM capabilitiesprompt engineeringenterprise networking conceptscloud infrastructure (AWS, GCP)Slack
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