Product Support Specialist
Anthropic · New York, NY
- On site
- Full-time
- $165,000 / year
- New York, NY
Job highlights
- Respond to and investigate complex user support cases.
- Provide high-touch support to strategic customers.
- Identify and close technical knowledge gaps.
- Manage on-call tasks with extreme ownership.
- Drive improvements to support processes and user satisfaction.
About the role
About Anthropic
Anthropic ’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.
About The Role
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.
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
You May Be a Good Fit If You
- 3 - 5 years of relevant experience in technical product support in a high growth tech company, 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!
Strong Candidates May Also Have
While not required, we're particularly excited about candidates with one or more of these specializations:
- 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
We're hiring across a range of experience levels to build depth in both technical capabilities and enterprise support.
The annual compensation range for this role is listed below.
For sales roles, the range provided is the role ’s On Target Earnings (
Skills & topics
- Product Support Specialist
- API Debugging
- Technical Support
- Customer Support
- SaaS
- AI
- Customer Service
- Problem Solving
- Technical Support Engineer
- Customer Success
How to get hired
- Customize your resume: Highlight technical product support, API debugging, and customer-facing experience relevant to Anthropic's mission.
- Tailor your cover letter: Emphasize your user empathy, problem-solving skills, and interest in AI safety.
- Prepare for technical questions: Review common API debugging scenarios and support metrics like CSAT and SLA.
- Demonstrate ownership: Be ready to share examples of how you've taken initiative to improve support processes or user experience.
- Research Anthropic's values: Understand their commitment to reliable, interpretable, and steerable AI systems and their focus on safety.
Technical preparation
Master API debugging techniques.,Understand SaaS product architecture.,Practice troubleshooting authentication flows.,Familiarize with command line basics.
Behavioral questions
Describe a complex user issue you resolved.,How do you handle ambiguity?,Share an example of improving a support process.,How do you show extreme ownership?
Frequently asked questions
- What are the key responsibilities for a Product Support Specialist at Anthropic?
- As a Product Support Specialist at Anthropic, your key responsibilities will include becoming an expert in Anthropic's products, responding to and investigating user support cases of varying complexity, communicating empathetically with diverse user personas, managing on-call tasks for urgent issues, and partnering with internal teams to resolve user problems. You will also drive improvements to support processes and contribute to upleveling the team's technical knowledge.
- What kind of experience is Anthropic looking for in a Product Support Specialist candidate?
- Anthropic is looking for candidates with 3-5 years of relevant experience in technical product support within a high-growth tech company, specifically including API debugging. Familiarity with APIs, technical SaaS products, troubleshooting authentication flows (SSO, SAML, OAuth), strong user empathy, and excellent written communication skills are highly valued. Experience contributing to the foundational aspects of a support team is also essential.
- What are the preferred qualifications for strong candidates applying for the Product Support Specialist role?
- Strong candidates for the Product Support Specialist role at Anthropic may also have experience with command-line interfaces and basic scripting (Bash, Python, JavaScript), an understanding of LLM capabilities, familiarity with enterprise networking and IT infrastructure, Git workflows, SQL for log analysis, experience supporting government clients, or a background in team lead roles.
- Does Anthropic offer visa sponsorship for the Product Support Specialist position?
- Yes, Anthropic does sponsor visas for eligible roles and candidates. If an offer is extended, Anthropic will make every reasonable effort to secure a visa with the assistance of an immigration lawyer.
- What is the compensation range for the Product Support Specialist role at Anthropic?
- The annual compensation range for the Product Support Specialist role at Anthropic is $116,480 to $165,000 USD. This range is for the annual salary.
- What is the work arrangement for the Product Support Specialist role at Anthropic?
- Anthropic has a location-based hybrid policy, requiring staff to be in one of their offices at least 25% of the time. Some roles may require more time in the office. The company is headquartered in San Francisco.