Support Engineer

Details

Anthropic is hiring Support Engineers to serve as named, dedicated Product Support points of contact for strategic enterprise customers. The role provides high-touch, deeply contextual technical support across customer architectures, integrations, and use cases, while partnering with Sales, Customer Success, Applied AI, Engineering, and Product teams.

Responsibilities

• Serve as the named technical support contact for strategic enterprise accounts and participate in customer channels and recurring account meetings.
• Own technical support needs end to end by investigating, diagnosing, and resolving complex issues.
• Partner with Engineering and Product teams to drive resolution when needed.
• Build detailed knowledge of customer architectures, integrations, and use cases.
• Collaborate with Customer Success Managers, Account Executives, and Applied AI teams as the technical support voice on account teams.
• Capture technical feedback and product friction, including impact data and prioritization details, and route it to Product.
• Manage high-urgency issues and coordinate with the broader Product Support team for continuous coverage.
• Help establish Support Engineer foundations, including runbooks, escalation paths, tooling, and performance metrics.
• Become an expert in Anthropic products, including the API, Claude for Enterprise, and Claude Code.

Requirements

• 5+ years of experience in technical product support, including meaningful experience in escalated, priority, or named-account enterprise support.
• Experience serving as a primary technical contact for enterprise customers.
• Strong fluency with APIs and technical SaaS products.
• Ability to read and interpret technical documentation, error logs, and request traces.
• Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows.
• Persistence, curiosity, strong user empathy, and clear written communication.
• Ability to operate effectively in ambiguous situations and determine when to escalate.
• Experience collaborating with Sales, Customer Success, and Applied AI teams without owning the commercial relationship.
• Experience creating support-team foundations such as runbooks.
• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and experience.
• Required field of study: a field relevant to the role as demonstrated through coursework, training, or professional experience.

Additional Qualifications

• SQL proficiency for querying logs and usage data.
• Familiarity with command-line interfaces and basic scripting using Bash, Python, or JavaScript.
• Understanding of LLM capabilities, prompt engineering patterns, and current limitations.
• Familiarity with enterprise networking, cloud infrastructure such as AWS and GCP, and IT environments.
• Experience with embedded support through shared Slack or similar customer channels.
• Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer-platform or infrastructure company.

Benefits

Anthropic offers competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and an office environment for collaboration. Staff are 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 explicitly states that it sponsors visas, subject to role and candidate eligibility, and provides immigration-lawyer support.

Annual salary: $210,000–$250,000 USD.