Product Support Specialist

About the role

As a Product Support Specialist, you’ll be at the front lines of safely delivering AI to the world, providing high-touch support to the businesses building on Claude. You’ll take the cases that need more than a help article: understanding how a customer has built on our platform (their integrations, their authentication and identity setup, their use of the models) and then investigating, diagnosing, and resolving their most complex technical needs. You’ll partner with engineers to get to the bottom of things, and with account teams to keep the customer’s trust while you do.

Additionally, you’ll help us identify and close gaps in our team’s technical knowledge, turning what you learn from each case into documentation, tooling, and product feedback so the whole team gets sharper. This is a role for someone who wants their technical depth to matter to real businesses, and who cares as much about how we systematically support customers at scale as about the case in front of them.

Responsibilities

• Provide high-touch support to our most strategic customers, communicating clearly and empathetically with a wide range of user personas, context-switching between guiding an executive through an incident and providing critical product knowledge to an admin in need of help within the same hour
• Serve as an escalation point for our most complex technical issues: reproducing customer issues, utilizing logs and traces, and providing solutions alongside engineers
• Troubleshoot SSO, SAML, and OAuth authentication flows, and the integration surface where our products meet a customer’s infrastructure
• Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
• Manage on-call tasks for high-urgency user issues with extreme ownership
• Respond to user support cases with a variety of complexity, from questions from individuals to complex API debugging for large businesses
• Become an expert in all Anthropic products, and delight in the hunt when something doesn’t behave as expected
• Uplevel our team’s technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products
• Suggest and drive improvements to increase user satisfaction through support processes, as well as own initiatives that increase efficiency and drive down contact rates
• Operate in ambiguity, making informed decisions even in never-before-seen situations
• Prioritize critically and comfortably adapt to an ever-evolving product landscape

Minimum qualifications

• Several years of technical product support experience at a high-growth tech company, including hands-on API debugging, ideally on a tier-two, escalated, or priority support team
• Experience supporting enterprise or strategic accounts: exec-level communication, escalation management, and working shoulder-to-shoulder with account and engineering teams
• Fluency with APIs and technical SaaS products; you read technical docs with ease and can reason about someone else’s architecture from a handful of clues
• Experience troubleshooting SSO, SAML, and OAuth authentication flows
• A demonstrated ability to thrive in fast-paced, reactive situations while hitting core support metrics (CSAT, SLA, and the like)
• Strong user empathy and mastery of the support case lifecycle; you read between the lines, get to the heart of the need, and resolve it fast
• Crisp but kind written communication and a deep care for detail
• Persistence and curiosity: you’re energized by tracking down a bug, and more energized by fixing it for every similar user going forward
• A deep sense of ownership, genuine interest in Anthropic’s products, and enthusiasm for helping build the team

Preferred qualifications

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)
• SQL proficiency for querying logs and investigating issues
• 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
• Experience supporting government or public sector customers, including compliance requirements and security frameworks
• Background in team lead roles or managing contract/vendor support teams