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.
Python @ 3
SQL @ 5
GCP @ 2
Hiring @ 3
AWS @ 2
Bash @ 3
Communication @ 6
JavaScript @ 3
Networking @ 2
Slack @ 3
API @ 3
OAuth @ 3
LLM @ 3
Claude Code @ 3
AI @ 3
Prompt Engineering @ 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 is hiring Support Engineers to serve as the named, dedicated Product Support point of contact for Anthropic's most strategic enterprise customers. You will provide high-touch, deeply contextual support to a defined book of accounts — embedded in 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. You will investigate, diagnose, and resolve complex technical needs, engage internal teams when necessary, and help build the foundations of the Support Engineer function.
Responsibilities
- Serve as the named technical support contact for a defined book of strategic enterprise accounts; embed in customer channels and join recurring account cadences as the support voice
- Own 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 to respond with nuance
- Partner closely with Customer Success Managers, Account Executives, and Applied AI on each account as part of a coordinated account team
- Capture technical feedback and product friction from accounts and route it to Product with the impact data and detail needed to prioritize it
- Manage high-urgency issues for accounts with extreme ownership and coordinate with the broader Product Support team for continuous coverage
- Help build runbooks, escalation paths, tooling, and metrics for the Support Engineer function
- Become an expert in Anthropic products across the API, Claude for Enterprise, and Claude Code
Requirements
- 5+ years in technical product support, with meaningful time in an escalated, priority, or named-account support team for enterprise customers
- Demonstrated history of being the named technical contact for enterprise customers
- Deep fluency with APIs and technical SaaS products; ability to read technical documentation, error logs, and request traces
- Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
- Strong troubleshooting skills, persistence, and curiosity — energy for tracking down and fixing bugs
- Strong user empathy and clear, kind written communication; ability to translate between customer engineers and internal platform teams
- Comfortable operating in ambiguity and making informed decisions in novel situations
- Experience contributing to support team foundations (runbooks, escalation paths)
- Minimum education: Bachelor’s degree or equivalent combination of education, training, and/or experience
Strong candidates may also have
- 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
Compensation
- Annual salary range: $210,000 - $250,000 USD
Logistics
- Locations: San Francisco, CA; New York City, NY; Seattle, WA
- Location-based hybrid policy: expected to be in one of our offices at least 25% of the time
- Visa sponsorship: Anthropic states they do sponsor visas and retain an immigration lawyer to assist
- We encourage applicants who do not meet every qualification to apply
Benefits
- Competitive compensation and benefits
- Optional equity donation matching
- Generous vacation and parental leave
- Flexible working hours
- Office space for collaboration
About Anthropic / How we're different
Anthropic's mission is to create reliable, interpretable, and steerable AI systems. The company emphasizes collaborative, large-scale research, frequent research discussions, and communication skills. Candidates are invited to review Anthropic's candidate AI usage guidance as part of the application process.