Product Support Specialist at Anthropic, based in multiple U.S. locations, will provide front‑line support to users, diagnose and resolve technical issues, collaborate with engineers, improve support processes, and develop technical resources to enhance product knowledge.
Product Support Specialist at Anthropic
Hybrid - New York City, NY; San Francisco, CA; Seattle, WA
More jobs at AnthropicSalary
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
- Familiar with APIs and technical SaaS products and can deeply understand technical docs with ease
- Demonstrated ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g., CSAT, SLA, etc.)
- Strong user empathy and expertise in the lifecycle of a support case; read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
- Crisp but kind written communication skills and deep care for details
- Enjoy helping others learn about new features and complex concepts
- Experience troubleshooting SSO, SAML, and OAuth authentication flows
- Persistent and curious; delight in tracking down bugs and issues and energized by fixing this for all similar users going forward
- Experience contributing to foundations of a support team – essential, highly valuable, but often unglamorous work
- Proficient at working in a technical environment and interested in Anthropic’s products
- Deep sense of ownership and excitement to help build the team
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
APISSOSAMLOAuthBashPythonJavaScriptSQLGitLLMCommand line interfaces
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