REMOTE || Claude GenAI Support Specialist

HI

Position : Claude GenAI Support Specialist

Location: Remote

Role Overview
We are seeking experienced Managed Services professionals to augment our Technology Support Services team in supporting end users of Anthropic Claude-powered products and workflows. The successful candidate will serve as a subject-matter expert on Claude, acting as the primary point of contact for technical escalations, prompt engineering guidance, knowledge management, and staff mentoring.
This is a client-facing, hands-on support role that demands both deep technical familiarity with Claude and the interpersonal skills to coach and IT team and upskill a team of end users. All resources must have Anthropic Academy training certification and demonstrate meaningful work experience with Claude
Key Responsibilities
1. End-User Support & Ticket Escalation Management
Serve as the escalation point for complex or unresolved Claude-related support tickets logged in Atlassian Jira.
Triage, prioritise, and resolve escalated issues related to Claude-powered products and AI-assisted workflows.
Collaborate with internal team leads to ensure SLAs are met and ticket backlogs are managed effectively.
Document resolution steps and root-cause analyses to prevent recurrence and enable team self-sufficiency.
2. Prompt Engineering Guidance
Provide expert guidance to end users on effective prompt design for Claude across a variety of business use cases.
Develop, review, and iterate on prompt templates and prompt libraries tailored to the organisation's workflows.
Stay current with Anthropic's evolving model capabilities, prompt engineering best practices, and product updates.
3. Knowledge Base Development & Maintenance
Create, maintain, and continuously improve knowledge base documentation covering Claude usage, troubleshooting guides, FAQs, and prompt engineering resources.
Ensure all knowledge base content is accurate, accessible, and aligned with the latest Claude model features and organisational policies.
Establish a regular review cycle to keep documentation up to date as Claude capabilities evolve.
4. Staff Mentoring & Enablement
Deliver mentoring sessions, and informal coaching to support team members in building Claude proficiency.
Design and facilitate onboarding experiences for new staff using Claude-powered tools and workflows.
Identify skill gaps across the support team and recommend targeted training or resources to address them.
Champion a culture of curiosity and continuous learning around Generative AI and Claude in particular.
Required Qualifications
Anthropic Academy training
Anthropic Academy training must be current and verifiable at commencement of engagement.

Experience
Demonstrated hands-on experience working with Anthropic Claude (Claude.ai, Claude API, or Claude Code) in a professional setting.
Proven background in IT support, managed services, or technology enablement, with experience handling escalated technical queries.
Experience using Atlassian Jira for ticket management, workflow configuration, and escalation handling.
Track record of developing or contributing to knowledge base content, technical documentation, or internal wikis.
Prior experience mentoring or coaching end users on technology tools in a support or training capacity.
Technical Skills
Deep, practical knowledge of Claude model capabilities, context window management, system prompts, and API usage patterns.
Strong prompt engineering skills, with the ability to construct, evaluate, and optimise prompts for diverse business scenarios.
Familiarity with Anthropic's product ecosystem including Claude.ai (Pro/Team/Enterprise), Claude API, and Claude Code.
Understanding of responsible AI usage principles and Anthropic's Acceptable Use Policy.
Proficiency with Atlassian Jira; experience with Confluence or similar documentation platforms is advantageous.
Soft Skills
Excellent written and verbal communication skills; able to translate complex AI concepts into clear, accessible guidance.
Strong stakeholder management and relationship-building skills, working across technical and non-technical audiences.
Analytical and structured approach to problem-solving; comfortable working in ambiguous or fast-evolving environments.
Self-motivated, proactive, and capable of working autonomously while remaining a collaborative team member.

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