IT Support Engineer, Executive Support

Anthropic•San Francisco, CA

2d•Hybrid

About The Position

Anthropic is establishing a dedicated executive support function within its IT department and is seeking an IT Support Engineer to build and lead this initiative. This role will serve as the primary point of contact for all technology needs of Anthropic's executives, their administrative business partners (ABPs), and the board of directors. The successful candidate will define the executive support model, including service standards, operational procedures, and escalation paths, fostering strong relationships with ABPs and executive staff. This position requires a high degree of discretion and polish, handling a range of requests from routine to highly sensitive and urgent, ensuring seamless technology operations for leadership. The role involves end-to-end ownership of requests, collaborating with specialist teams and IT Engineering as needed.

Requirements

7+ years of experience in IT support.
3+ years of experience in executive support.
Experience standing up a service or program from scratch (e.g., executive support desk, VIP support function, white-glove service).
Experience supporting executives, their assistants, or a board to a white-glove standard.
Proven track record of handling sensitive requests with discretion and sound judgment regarding confidentiality.
Strong hands-on IT support fundamentals, particularly with macOS-primary fleets.
Proficiency in identity and access management, and SaaS troubleshooting.
Experience with hardware lifecycle management.
AV fluency for executive rooms and board meetings, including setup, verification, and troubleshooting under pressure.
Composure and sound judgment during urgent escalations, with the ability to identify when to seek assistance.
High level of professionalism and a service-oriented attitude, willing to handle all types of support tasks.
A security-first mindset and excellent judgment regarding the balance between user experience and security requirements.
Comfort with ambiguity and the ability to make progress in undefined processes.
A proactive approach to documentation, including runbooks, KB articles, and status updates.

Nice To Haves

Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements.
Advanced AV skills beyond first response, such as broadcast, live events, or room design input.
Experience building runbooks, self-service content, or support automation.
Experience supporting AI/ML research environments or highly technical user bases.

Responsibilities

Establish and manage executive support intake channels, monitoring, responding to, and resolving all requests from executives, ABPs, and board members.
Define and deliver a white-glove service model for discretion-sensitive requests, maintaining confidentiality under pressure.
Collaborate with the AV pod to design the board-meeting AV support playbook and provide AV support for executive rooms and board meetings, including setup, pre-checks, and live triage.
Create executive support runbooks and SLAs to ensure service consistency and scalability.
Build trusted relationships with ABPs and executive staff, establishing clear intake paths for leadership.
Handle ABP escalations and executive-urgent issues calmly, routing them to specialist teams or IT Engineering pods when necessary.
Establish the board member device, account, and access setup process in coordination with the Onboarding team.
Manage the shared ticket queue with the SF Core team, addressing walk-ups, desk-side support, hardware swaps, IT-assist overflow, and AV T1 triage.
Participate in the Core on-call rotation.
Contribute to the knowledge base and runbooks.
Maintain a regular on-site presence in San Francisco.