Product Support Specialist

Details

Provide high-touch technical support to strategic customers building on Anthropic's Claude platform. Investigate complex issues involving customer integrations, authentication and identity systems, model usage, APIs, and enterprise infrastructure. Work closely with engineers and account teams to diagnose and resolve issues, improve support processes, and turn case learnings into documentation, tooling, and product feedback.

Responsibilities

• Provide empathetic, high-touch support to strategic customers and a wide range of user personas.
• Serve as an escalation point for complex technical issues by reproducing customer problems, using logs and traces, and developing solutions with engineers.
• Troubleshoot SSO, SAML, and OAuth authentication flows and integrations between Anthropic products and customer infrastructure.
• Partner with engineers, teammates, and internal stakeholders to diagnose and resolve user issues individually and at scale.
• Manage on-call tasks for high-urgency user issues with extreme ownership.
• Respond to support cases ranging from individual questions to complex API debugging for large businesses.
• Become an expert in Anthropic products and investigate unexpected product behavior.
• Identify technical knowledge gaps and build scalable resources with cross-functional partners.
• Drive improvements to support processes, user satisfaction, efficiency, and contact rates.
• Operate effectively in ambiguous, fast-paced situations and adapt to an evolving product landscape.

Requirements

• Several years of technical product support experience at a high-growth technology company, ideally on a tier-two, escalated, or priority support team.
• Experience supporting enterprise or strategic accounts, including executive-level communication, escalation management, and collaboration with account and engineering teams.
• Fluency with APIs and technical SaaS products, with the ability to understand technical documentation and reason about customer architectures.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Ability to work in fast-paced, reactive situations while meeting support metrics such as CSAT and SLA targets.
• Strong user empathy, case-lifecycle expertise, written communication, attention to detail, persistence, curiosity, and ownership.
• Bachelor's degree or an equivalent combination of education, training, and experience. The field of study should be relevant to the role through coursework, training, or professional experience.

Preferred Qualifications

• Comfort with command-line interfaces and basic scripting using Bash, Python, or JavaScript.
• SQL proficiency for querying logs and investigating issues.
• Understanding of LLM capabilities, practical applications, and current limitations.
• Familiarity with enterprise networking concepts and IT infrastructure.
• Familiarity with Git workflows and version control concepts.
• Experience supporting government or public-sector customers, including compliance requirements and security frameworks.
• Experience in team lead roles or managing contract or vendor support teams.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and office spaces for collaboration. Staff are currently expected to work from one of the company's offices at least 25% of the time, although some roles may require more office time. Anthropic sponsors visas and makes reasonable efforts to support visa applications, with assistance from an immigration lawyer.