We are hiring a Product Support Specialist to join Anthropic. In this role, you'll be at the front lines of safely delivering AI to the world. By responding to, investigating, and tracking user needs, you will help ensure users have a great experience with Anthropic products.
Requirements
Become an expert in all Anthropic products
Respond to user support cases in a high volume environment
Clearly and empathetically communicate with a wide range of user personas
Prioritize critically and comfortably adapt to an ever-evolving product landscape
Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
Provide suggestions for improving user satisfaction through support processes, as well as to increase efficiency and drive down contact rates
You may be a good fit if you:
- Have experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team
- Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease
- Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
- Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user's question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
- Have crisp but kind written communication skills and a deep care for the details
- Enjoy helping others learn about new features and complex concepts
- Experience troubleshooting SSO, SAML, and OAuth authentication flows
- Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
- Have experience contributing to the foundations of a support team this is essential, highly valuable, but often unglamorous work
- Are proficient at working in a technical environment and are interested in Anthropic's products
- Possess a deep sense of ownership, and are excited to help us build our team!
Strong candidates may also have:
While not required, we're particularly excited about candidates with one or more of these specializations:
- Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
- Understanding of LLM capabilities, practical applications, and current 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, including familiarity with compliance requirements and security frameworks
- Background in team lead roles or managing contract/vendor support teams
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