Product Support Specialist
AnthropicVisit Anthropic website
AI safety and research company building reliable, interpretable, and steerable AI systems, including the Claude product family and developer platform.
San Francisco, United States
Funding history
About Anthropic
Anthropic PBC develops frontier AI systems and deploys them through Claude products and the Claude Platform, with a stated focus on safety, interpretability, and steerability.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will respond to and investigate support cases ranging from billing questions to API debugging. You will provide high-touch support, handle urgent APAC issues, collaborate on diagnosis and resolution, improve support processes, and build technical knowledge resources for the support team.
Requirements
- Experience providing technical product support in escalated or priority support teams
- Familiarity with APIs and technical SaaS products
- Ability to meet support metrics such as CSAT and SLA
- Written communication skills
- Experience diagnosing bugs and issues
- Experience contributing to support-team foundations
- Technical-environment proficiency
- Interest in Anthropic products
Responsibilities
- Become an expert in Anthropic products
- Respond to user support cases ranging from billing questions to API debugging
- Communicate clearly and empathetically with varied user personas
- Manage urgent on-call tasks during APAC hours
- Partner with engineers and internal stakeholders to diagnose and resolve issues
- Drive support-process improvements, efficiency initiatives, and contact-rate reduction
- Identify technical knowledge gaps and build supporting resources
Benefits
- Visa sponsorship
- Equity donation matching
- Generous vacation
- Parental leave
- Flexible working hours
