Product Support Specialist (Singapore - Weekend Coverage) at Anthropic

Hybrid - Singapore

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Anthropic is hiring its first Singapore‑based Product Support Specialists to grow our global presence and serve as champions of our unique support brand. The role involves responding to, investigating, and tracking user needs, providing high‑touch support to strategic customers, and contributing to the team’s technical knowledge. Specialists will work Wednesday to Sunday, manage on‑call tasks during APAC hours, and collaborate with engineers and internal stakeholders to diagnose and resolve user issues while driving continuous improvement in support processes.

Requirements

Skills

  • Experience providing technical product support within a second tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products, with the ability to deeply understand technical documentation
  • Demonstrated ability to thrive in fast‑paced, reactive situations while meeting core support metrics targets (e.g., CSAT, SLA)
  • Strong user empathy and expertise in the lifecycle of a support case, with the ability to read between the lines of a user’s question
  • Crisp, kind written communication skills and a deep care for details
  • Enjoyment of helping others learn about new features and complex concepts
  • Persistence and curiosity, with a delight in tracking down bugs or issues and fixing them for future users
  • Experience contributing to the foundations of a support team
  • Proficiency in working 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 with a variety of complexity, from simple billing or account 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, including being on critical ‘pager duty’ during APAC hours to ensure 24/7 support for critical queries
  • 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

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