Used Tools & Technologies
Not specified
Required Skills & Competences
Tag name is followed by "@" symbol and proficiency level value.
About proficiency levels:
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Security @ 2
Python @ 3
SQL @ 5
Bash @ 3
Communication @ 3
Git @ 2
JavaScript @ 3
Networking @ 2
Debugging @ 3
API @ 3
OAuth @ 3
LLM @ 3
Compliance @ 2
AI @ 3
- 1-2 — basic awareness. Minimal hands-on experience, and a rudimentary understanding of the technology's purpose;
- 3-6 — daily use. Comfortable and regular usage, capable of handling common tasks and challenges related to the technology;
- 7-9 — you are an expert, you can teach others, you know all the pitfalls and tricks;
- 10 — exceptional knowledge, comprehensive understanding, and adeptness in all aspects of the technology, including advanced problem-solving. Think twice before claiming or demanding such level.
Details
Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. The Product Support Specialist will be on the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs. The role involves high-touch support for strategic customers, diagnosing and resolving technical issues (including API debugging), and improving support processes and team knowledge to scale customer success.
Responsibilities
- Become an expert in all Anthropic products
- Respond to user support cases ranging from individual questions to complex API debugging for large businesses
- Communicate clearly and empathetically with diverse user personas; context-switch between high-touch executive guidance and rapid consumer support
- Manage on-call tasks for high-urgency user issues with ownership
- Prioritize effectively and adapt to an evolving product landscape
- Operate in ambiguity and make informed decisions in novel situations
- Partner with engineers and internal stakeholders to diagnose and resolve issues individually and at scale
- Suggest and drive improvements to increase user satisfaction and reduce contact rates
- Uplevel the team’s technical knowledge by identifying gaps, working cross-functionally, and building lasting resources
Requirements
- Experience in technical product support, including API debugging, preferably in a second-tier, escalated, or priority support team
- Familiarity with APIs and technical SaaS products; ability to deeply understand technical documentation
- Experience meeting core support metrics (e.g., CSAT, SLA)
- Strong user empathy and expertise in the lifecycle of a support case
- Crisp, kind written communication skills and attention to detail
- Experience troubleshooting SSO, SAML, and OAuth authentication flows
- Comfortable working in a technical environment and interest in Anthropic’s products
- Bachelor’s degree in a related field or equivalent experience (required)
Strong candidates may also have
- Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
- Understanding of LLM capabilities, practical applications, and limitations
- Familiarity with enterprise networking concepts and IT infrastructure
- Familiarity with Git workflows and version control concepts
- SQL proficiency for querying logs and investigating issues
- Experience supporting government or public sector customers and familiarity with compliance/security frameworks
- Background in team lead roles or managing contract/vendor support teams
Compensation
Annual Salary: $116,480 - $165,000 USD
Logistics
- Location-based hybrid policy: staff are expected to be in one of the offices at least 25% of the time
- Visa sponsorship: Anthropic states they do sponsor visas and retain an immigration lawyer to help with visa processes (subject to role and candidate)
- The company offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, and flexible working hours
How we're different
Anthropic focuses on large-scale AI research efforts, values collaboration and communication, and pursues high-impact, empirical AI research directions related to safety and steerability of models.
How to apply
Application fields include basic contact details, resume/LinkedIn, preferences about in-office time (25% in office expected), visa and relocation questions, and optional voluntary self-identification surveys.