Product Support Specialist

About the role

You will serve as a primary technical contact for businesses integrating with Claude, managing complex escalations and platform-related inquiries. This role requires you to diagnose intricate technical issues while collaborating directly with engineering teams to resolve critical platform challenges. You will translate detailed case insights into improved documentation and actionable product feedback for the development organization. The position demands ownership of strategic customer relationships and the communication pathways that connect technical and executive stakeholders. You will manage high-stakes scenarios with precision, ensuring that complex issues are resolved efficiently and transparently. This function includes active participation in knowledge transfer and the creation of resources that elevate the technical proficiency of the broader support organization. You will also drive initiatives designed to enhance user satisfaction and operational efficiency across the customer lifecycle.

Key facts

What you'll do

• Provide high-touch support to strategic customers, managing communication across various technical and executive personas.
• Investigate and resolve complex technical escalations, including API debugging and integration issues.
• Troubleshoot authentication protocols such as SSO, SAML, and OAuth.
• Partner with internal engineering and account teams to diagnose issues and maintain customer trust.
• Manage on-call responsibilities for urgent user incidents.
• Identify knowledge gaps and create resources to improve team technical proficiency.
• Develop and execute initiatives to enhance user satisfaction and operational efficiency.
• Analyze support interactions to surface recurring themes and product improvement opportunities.
• Guide customers through complex implementation workflows with clarity and structured problem-solving.
• Serve as the escalation owner for critical issues, coordinating responses across multiple teams.
• Interpret technical documentation to assess customer architectures and align them with platform capabilities.
• Maintain detailed records of investigations, decisions, and outcomes to support future analysis.
• Contribute to the refinement of internal processes that reduce resolution time and improve quality.
• Act as a bridge between customer feedback and product strategy through structured communication channels.

Requirements

• Several years of technical product support experience at a high-growth company, specifically within tier-two or escalated support environments.
• Proven ability to manage enterprise-level accounts, including executive communication and cross-functional collaboration.
• Proficiency in API debugging and reading technical documentation to interpret customer architectures.
• Experience troubleshooting SSO, SAML, and OAuth flows.
• Ability to maintain performance metrics like CSAT and SLA in fast-paced, reactive environments.
• Bachelor's degree or equivalent combination of education and professional experience in a relevant field.
• Strong written and verbal communication skills to convey technical concepts to diverse audiences.
• Capacity to work independently and as part of a distributed team in a hybrid environment.
• Willingness to adhere to company policies, including security, compliance, and code of conduct.
• Flexibility to manage shifting priorities and urgent requests in a dynamic operational context.
• Commitment to continuous learning and adapting to new technologies and support methodologies.
• Reliability in meeting scheduled commitments and maintaining accurate follow-through on action items.
• Professionalism in handling confidential and sensitive customer information at all times.

Nice to have

• Command line interface skills and scripting ability in Bash, Python, or JavaScript.
• SQL proficiency for log analysis and investigation.
• Knowledge of LLM capabilities and limitations.
• Experience with enterprise networking, IT infrastructure, or Git workflows.
• Background in supporting government or public sector clients.
• Prior experience in team lead roles or managing vendor support teams.

Practical notes

• Anthropic provides visa sponsorship and retains immigration counsel to assist with the process.
• The company operates as a public benefit corporation.
• Benefits include flexible working hours, generous vacation, parental leave, and equity donation matching.
• Candidates are encouraged to apply even if they do not meet every listed qualification.
• Use only official channels at anthropic.com/careers to verify openings and avoid recruitment scams.

This role is based in New York City, New York, San Francisco, California, or Seattle, Washington, and follows a hybrid work model that requires a minimum of 25% in-office presence. Compensation for this position ranges from $131,040 to $210,000 USD, reflecting the level of responsibility and expertise required. Anthropic is committed to building diverse teams and provides visa sponsorship for qualified candidates, retaining dedicated immigration counsel to support the process. The company functions as a public benefit corporation, which shapes its approach to long-term value creation and stakeholder impact. You will be expected to adhere to internal policies regarding security, compliance, and professional conduct while contributing to a positive and inclusive work environment. The position involves irregular hours and on-call duties to address urgent incidents, requiring reliable availability during assigned support windows. This role is suitable for individuals who thrive in collaborative, fast-paced settings and can manage multiple complex requests simultaneously. Applicants are encouraged to apply even if they do not meet every requirement, as the company values potential and relevant experience. All application submissions must go through official career channels on anthropic.com/careers to ensure proper consideration and to avoid fraudulent recruitment practices. The successful candidate will play a critical role in maintaining platform stability and customer satisfaction through expert technical support and proactive problem resolution.