Staff Software Engineer, Support Technology

Anthropic•San Francisco, NY

2d•Hybrid

About The Position

Anthropic is building a Support Technology engineering team to improve the experience of individual users, businesses, and customers who access Claude through partners. The team helps customers get support through Claude and human specialists, identifies why customers need help, and addresses underlying product causes so future customers do not encounter the same problems. As an early engineer on the team, the Staff Software Engineer will set technical direction and build the core systems for this work. The role is hands-on, with substantial coding and cross-team leadership. The engineer will partner with a Product Manager, the Product Support team, and product engineering teams to build systems that help Claude diagnose and resolve support cases, identify product fixes, and improve customer outcomes.

Requirements

Deep backend and distributed systems skills, including APIs, data models, event-driven systems, and third-party integrations.
Experience building production software, including technical leadership 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 that capability.
Good judgment about when to ship a simple fix and when to invest in a platform.
A 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

Eight or more years building backend or platform systems in production, including three or more 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 the owning team until the problems are resolved.
Build tools, APIs, and safe, audited workflows for Claude-powered support agents to resolve common issues, with evaluations, guardrails, and handoffs to human specialists.
Measure whether customers' problems are actually solved.
Create a reliable support platform that scales with company growth, including tools and experiences for customers and specialists and data to understand customer issues and assess changes.
Extend support to business customers, administrators, and partner-sold customers, including support cases that begin outside Anthropic's products.
Set standards for reliability, observability, testing, and rollouts.
Mentor engineers and use Claude extensively in engineering work.
Lead across teams and partner with the Product Manager, Product Support team, and product engineering teams.