Staff Software Engineer, Support Technology

Anthropic•Seattle, WA

2d•$405,000 - $485,000•Hybrid

About The Position

Anthropic is hiring an early engineer for its Support Technology team, which works to improve how individual users, businesses, and partner-channel customers get help with Claude. The team aims to make it easy to get support through Claude or human specialists, resolve customer issues, identify why they occurred, and address root causes in the product so future customers do not encounter the same problems. The role will set technical direction and build core systems for this work. It is hands-on, involving substantial coding as well as leadership across teams, since many product fixes are owned by other engineering teams. The engineer will partner with a Product Manager, Product Support, and product engineering teams. The team expects Claude to handle more support cases over time, including diagnosing issues, resolving them, and identifying product improvements.

Requirements

Deep backend and distributed-systems skills, including APIs, data models, event-driven systems, and third-party integrations.
Experience building production software, including technical lead roles on multi-team projects.
Experience building systems where correctness, access control, and auditability matter.
A clear vision for how capable models such as Claude can improve customer support, and motivation to build it.
Good judgment about when to ship a simple fix and when to invest in a platform.
Track record of leading without formal authority and getting other teams to own and ship fixes.
Bachelor’s degree or an equivalent combination of education, training, and/or experience.
A field of study relevant to the role, demonstrated through coursework, training, or professional experience.

Nice To Haves

8+ years building backend or platform systems in production, including 3+ years leading large-scale, complex projects or teams as an engineer or tech lead.
Experience building and improving customer-facing products with measurable impact.
Experience with billing, payments, or subscription systems.
Experience shipping LLM-based or agentic systems in production.
Experience building with helpdesk or contact-center platforms such as Intercom, Zendesk, or Salesforce Service Cloud.
Experience building internal tools or platforms for operations teams such as support, risk, finance, or trust and safety.
Experience building data pipelines for support or operations analytics.
Full-stack experience, including web UIs for internal tools or customer-facing flows.
Experience with enterprise features such as SSO, admin controls, or provisioning, or with partner and cloud marketplace integrations.
Experience setting multi-year technical direction for an area and growing other senior engineers.

Responsibilities

Build agents that identify recurring customer problems and their root causes, then implement fixes or work with owning teams until the problems are resolved.
Build tools, APIs, and safe, audited workflows for Claude-powered support agents, including evaluations, guardrails, and handoffs to human specialists; measure whether customer problems are actually solved.
Create a reliable support platform that scales with company growth, including tools and experiences for customers and specialists and data showing customer issues and the effects of changes.
Extend support to business customers, administrators, and partner-sold customers, including cases originating outside Anthropic’s products.
Set standards for reliability, observability, testing, and rollouts; mentor engineers; and use Claude extensively in engineering work.
Set technical direction and lead cross-team work in partnership with Product, Product Support, and product engineering teams.