Product Support Specialist

The role

Product Support Specialists respond to, investigate, and track user needs. You will provide high-touch support to strategic customers and help identify technical knowledge gaps.

What you will do

• Become an expert in all Anthropic products
• Respond to user support cases ranging from billing to complex API debugging
• Communicate with a wide range of user personas
• Manage on-call tasks for high-urgency user issues including pager duty during APAC hours
• Prioritize and adapt to an evolving product landscape
• Operate in ambiguity and make informed decisions
• Partner with engineers and internal stakeholders to resolve user issues
• Suggest and drive improvements to support processes and efficiency
• Uplevel team technical knowledge by building resources

Required qualifications

• Experience providing technical product support within a second-tier, escalated, or priority support team
• Familiarity with APIs and technical SaaS products
• Ability to understand technical docs with ease
• Ability to thrive in fast-paced, reactive situations while meeting core support metrics targets
• Strong user empathy
• Crisp but kind written communication skills
• Proficiency working in a technical environment
• Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Field of study relevant to the role as demonstrated through coursework, training, or professional experience

Nice to have

• Experience contributing to the foundations of a support team

Benefits

• Competitive compensation and benefits
• Optional equity donation matching
• Generous vacation and parental leave
• Flexible working hours
• Office space

Before you apply

• We do sponsor visas, but not for every role and candidate

About the company

Anthropic is a public benefit corporation headquartered in San Francisco. Their mission is to create reliable, interpretable, and steerable AI systems.