Staff Software Engineer, Support Technology

Details

Anthropic is building a Support Technology engineering team focused on helping customers use Claude successfully, resolving issues quickly, identifying root causes, and improving the product experience. The team supports individual users, businesses, and customers accessing Claude through partners.

As one of the team's early engineers, you will set the technical direction and build the core systems behind this work. You will write code, lead across teams, and partner with the Product Manager, Product Support team, and product engineering teams such as Billing Platform.

Responsibilities

• Improve the product experience at the root by building agents that identify where customers get stuck, determine root causes, and ship fixes or drive fixes with the responsible product teams.
• Build tools, APIs, and safe, audited workflows for Claude-powered support agents, including evaluations, guardrails, human handoffs, and measures of whether customer problems are resolved.
• Create reliable support platform foundations that scale with company growth, including experiences and tools for customers and support specialists, as well as data showing customer issues and the impact of changes.
• Extend support to enterprise customers, administrators, and partner-sold customers, including cases that originate outside Anthropic's products.
• Set standards for reliability, observability, testing, and rollouts; mentor engineers; and use Claude extensively in engineering work.

Requirements

Minimum Qualifications

• Deep backend and distributed systems skills, including APIs, data models, event-driven systems, and third-party integrations.
• Experience building production software, including serving as a technical lead on multi-team projects.
• Experience building systems where correctness, access control, and auditability are important.
• A clear vision for how capable models such as Claude can improve customer support and motivation to build such systems.
• Good judgment about when to ship a simple fix and when to invest in a platform.
• A track record of leading without formal authority and getting other teams to own and ship fixes.

Preferred Qualifications

• Eight or more years building backend or platform systems in production, including three or more years leading large-scale, complex projects or teams as an engineer or technical lead.
• Experience building and improving customer-facing products with measurable impact.
• Experience with billing, payments, or subscription systems.
• Experience shipping LLM-based or agentic systems in production.
• Experience building with helpdesk or contact center platforms such as Intercom, Zendesk, or Salesforce Service Cloud.
• Experience building internal tools or platforms for operations teams such as support, risk, finance, or trust and safety.
• Experience building data pipelines for support or operations analytics.
• Full-stack experience, including web UIs for internal tools or customer-facing flows.
• Experience with enterprise features such as SSO, administrator controls, or provisioning, or with partner and cloud marketplace integrations.
• Experience setting multi-year technical direction for an area and growing other senior engineers.

Education and Experience

• Bachelor's degree or an equivalent combination of education, training, and experience.
• A field of study relevant to the role, as demonstrated through coursework, training, or professional experience.
• Required years of experience correlate with the internal job-level requirements for the position.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and an office space for collaboration.