Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. 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 be providing 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.
Support Engineer at Anthropic
Hybrid - San Francisco, CA; New York City, NY; Seattle, WA
More jobs at AnthropicSalary
USD 210,000 - 250,000
Requirements
Skills
- 5+ years in technical product support, with meaningful time in an escalated, priority, or named-account support team for enterprise customers
- Person an enterprise customer knows by name and reaches for first
- Deeply fluent with APIs and technical SaaS products, can read technical documentation, error logs, and request traces
- Hands‑on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
- Persistent and curious, delight in tracking down bugs and fixing them
- Strong user empathy and crisp, kind written communication
- Comfortable operating in ambiguity, making informed decisions in never‑before‑seen situations
- Enjoy building trust and collaborating closely with go‑to‑market partners (Sales, CS, Applied AI)
- Contributed to the foundations of a support team before
- Excited about Anthropic's products and the opportunity to shape how the world's largest companies get support for them
- 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, embedded in customer channels and joining recurring account cadences as the support voice
- Own your customers' technical support needs end to end—investigate, diagnose, and resolve complex issues directly, and partner with internal Engineering and Product teams to drive resolution when needed
- Build deep, durable context on each customer's architecture, integrations, and use cases so you can respond with nuance rather than from a script
- Partner closely with the Customer Success Manager, Account Executive, and Applied AI team on each account as part of a single, coordinated account team
- Capture technical feedback and product friction from your accounts and route it to Product with the impact data and detail needed to prioritize it correctly
- Manage high‑urgency issues for your accounts with extreme ownership, and coordinate cleanly with the broader Product Support team for continuous coverage
- Help build the foundations of the Support Engineer function—runbooks, escalation paths, tooling, and the metrics we'll use to measure its value
- Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code
Technologies
APISSOSAMLOAuthBashPythonJavaScriptSQLAWSGCP
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