Product Support Specialist (Wed-Sun)

Anthropic•Seattle, WA

4d•Hybrid

About The Position

As a Product Support Specialist, you’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day to day. Additionally, you’ll help us identify – and close – gaps in our team’s technical knowledge, provide high-touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale. Note: Specialists will work Wednesday - Sunday

Requirements

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!

Nice To Haves

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

Responsibilities

Become an expert in all Anthropic products
Respond to user support cases with a variety of complexity, from questions for individuals to complex API debugging for large businesses
Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace
Manage on-call tasks for high-urgency user issues with extreme ownership
Prioritize critically and comfortably adapt to an ever-evolving product landscape
Operate in ambiguity, making informed decisions even in never-before-seen situations
Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates
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