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Product Support Specialist

Anthropic· Product Management, Support, & Operations
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Hybrid (Sydney, Australia)A$0Full-timePosted 6d ago

About the role

First Sydney-based Product Support Specialist role focused on responding to user needs, aiding strategic customers, and improving support systems while contributing to scalable, high-quality product support for Anthropic's AI offerings.

Responsibilities

  • Become an expert in all Anthropic products
  • Respond to user support cases with varied complexity (billing, accounts, API debugging for large businesses)
  • Communicate clearly with diverse user personas, switching between executives in high-touch mode and consumer users at speed
  • Manage on-call tasks for high-urgency issues, including pager duty during APAC hours for 24/7 critical queries
  • Prioritize and adapt to evolving product landscape
  • Operate in ambiguity and make informed decisions in new situations
  • Collaborate with engineers and internal stakeholders to diagnose and resolve issues, individually and at scale
  • Suggest and drive improvements to support processes, enhance user satisfaction, and reduce contact rates
  • Upskill the team by identifying gaps, collaborating cross-functionally, and building scalable resources

Qualifications

  • Experience in providing technical product support within a second-tier, escalated, or priority support team
  • Familiarity with APIs and technical SaaS products; ability to understand technical docs
  • Ability to thrive in fast-paced, reactive environments while meeting core support metrics (e.g., CSAT, SLA)
  • Strong user empathy and expertise in the lifecycle of a support case; ability to discern underlying needs
  • Crisp, kind written communication with attention to detail
  • Enjoy helping others learn about new features and complex concepts
  • Persistent and curious; enjoys tracing bugs and fixing issues for future users
  • Experience contributing to the foundations of a support team, especially valuable for early APAC/ANZ roles
  • Proficiency in working in a technical environment and interest in Anthropic’s products
  • Deep sense of ownership and willingness to help build the team

Skills

Required:Technical product supportAPIs and SaaS understandingCustomer communicationProblem solvingOwnership and initiative

Benefits

  • Competitive compensation and benefits
  • Optional equity donation matching
  • Generous vacation and parental leave
  • Flexible working hours
  • Office space for collaboration
Last updated Oct 21, 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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