Product Support Specialist (Singapore) at Anthropic

Hybrid - Singapore

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The role involves being the first Singapore‑based Product Support Specialist for Anthropic, championing the company’s support brand by handling user cases ranging from simple inquiries to complex API debugging. Responsibilities include becoming an expert in all Anthropic products, responding to support cases, communicating across diverse user personas, managing on‑call duties, prioritizing tasks, collaborating with engineers and stakeholders, proposing process improvements, and enhancing the team’s technical knowledge. The position is hybrid, requiring presence in the Singapore office at least 25% of the time, and offers competitive compensation, optional equity matching, generous leave, flexible hours, and a supportive work environment.

Requirements

Skills

  • Bachelor’s degree or equivalent
  • Experience in providing technical product support within a second‑tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products, and ability to understand technical documentation
  • Ability to meet core support metrics targets (CSAT, SLA, etc.)
  • Strong user empathy and expertise in the lifecycle of a support case
  • Crisp written communication skills
  • Ability to help others learn about new features and complex concepts
  • Persistence and curiosity, enjoyment of tracking bugs
  • Experience contributing to the foundation of a support team
  • Proficiency in a technical environment and interest 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 of varying complexity, from simple billing or account questions to complex API debugging for large businesses
  • Communicate clearly and empathetically with a wide range of user personas, guiding executives in a high‑touch model and assisting consumer users in a rapid pace
  • Manage on‑call tasks for high‑urgency user issues, including being on critical pager duty during APAC hours to ensure 24/7 support for critical queries
  • Prioritize and 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 at scale
  • Suggest and drive improvements to increase user satisfaction through support processes and own initiatives to improve efficiency
  • Uplevel the team’s technical knowledge by scoping gaps, working with cross‑functional partners to understand relevant nuances, and building resources that grow with the products

Technologies

Anthropic productsAPIsTechnical SaaS productsPager duty

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