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Product Support Specialist

Anthropic· Product Management, Support, & Operations
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Hybrid (New York, NY), Hybrid (San Francisco, CA), Hybrid (Seattle, WA)$131k - $210kPosted 11mo ago

About the role

Front-line, high-touch technical support role for enterprises building on Claude, partnering with engineers and account teams to diagnose, resolve complex issues, and translate learnings into documentation and improvements.

Responsibilities

  • Provide high-touch support to strategic customers, communicating clearly with diverse user personas and switching context between executives during incidents and admins needing product knowledge
  • Serve as escalation point for complex issues: reproduce issues, use logs/traces, and provide solutions with engineers
  • Troubleshoot SSO, SAML, and OAuth authentication flows and the integration surface with customer infrastructure
  • Partner with engineers, teammates, and internal stakeholders to diagnose and resolve user issues, individually and at scale
  • Manage on-call tasks for high-urgency user issues with ownership
  • Respond to support cases with varying complexity, from individual questions to complex API debugging for large businesses
  • Become an expert in all Anthropic products and proactively investigate unexpected behavior
  • Upskill the team by scoping gaps and building resources that grow with products
  • Suggest and drive improvements to support processes to increase user satisfaction and reduce contact rates
  • Operate in ambiguity and make informed decisions in never-before-seen situations
  • Prioritize effectively and adapt to evolving product landscape

Qualifications

  • Several years of technical product support experience at a high-growth tech company, including hands-on API debugging on tier-two/escalated/priority support teams
  • Experience supporting enterprise or strategic accounts: exec-level communication, escalation management, collaboration with account and engineering teams
  • Fluency with APIs and technical SaaS products; ability to read technical docs and infer architecture from limited information
  • Experience troubleshooting SSO, SAML, and OAuth authentication flows
  • Proven ability to thrive in fast-paced, reactive environments while meeting core support metrics (CSAT, SLA)
  • Strong user empathy and mastery of the support case lifecycle; ability to read between the lines and resolve quickly
  • Crisp, empathetic written communication with attention to detail
  • Persistence and curiosity for diagnosing bugs and implementing fixes for future users
  • Deep sense of ownership and enthusiasm for Anthropic’s products and building the team

Skills

Required:Technical product supportAPI debuggingSSO/SAML/OAuth troubleshootingCustomer engagement
Last updated Jul 29, 2026. Interested? Apply on the company site.

About Anthropic

building reliable, interpretable, and steerable AI systems

Anthropic is an AI safety and research company that's working to build reliable, interpretable, and steerable AI systems.

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