Description
We are hiring Support Engineers to serve as the named, dedicated Product Support point of contact for Anthropic's most strategic enterprise customers. As a Support Engineer, you'll be providing high-touch, deeply contextual support to a defined book of accounts , embedded in your customers' shared channels, known by name to their stakeholders, and partnering closely with Sales, Customer Success, and Applied AI as the technical support voice on the account team.
You'll bring deep knowledge of how each of your customers is built on Claude to every interaction, so you can investigate, diagnose, and resolve their most complex technical needs with nuance and speed , and ensure the right internal teams are engaged when needed.
Responsibilities:
Serve as the named technical support contact for a defined book of strategic enterprise accounts, embedded in customer channels and joining recurring account cadences as the support voice
Own your customers' technical support needs end to end , investigate, diagnose, and resolve complex issues directly, and partner with internal Engineering and Product teams to drive resolution when needed
Build deep, durable context on each customer's architecture, integrations, and use cases so you can respond with nuance rather than from a script
Partner closely with the Customer Success Manager, Account Executive, and Applied AI team on each account as part of a single, coordinated account team
Capture technical feedback and product friction from your accounts and route it to Product with the impact data and detail needed to prioritize it correctly
Manage high-urgency issues for your accounts with extreme ownership, and coordinate cleanly with the broader Product Support team for continuous coverage
Help build the foundations of the Support Engineer function , runbooks, escalation paths, tooling, and the metrics we'll use to measure its value
Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code
Requirements:
Have 5+ years in technical product support, with meaningful time in an escalated, priority, or named-account support team for enterprise customers
Have been the person an enterprise customer knows by name and reaches for first when they need technical help
Are deeply fluent with APIs and technical SaaS products, and can read technical documentation, error logs, and request traces with ease
Have hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
Are persistent and curious , you delight in the hunt of tracking down a bug, and are energized by fixing it for every similar user going forward
Possess strong user empathy and crisp, kind written communication; you can translate between a frustrated customer engineer and an internal platform team without losing either
Are comfortable operating in ambiguity, making informed decisions in never-before-seen situations, and knowing when to pull the escalation cord
Enjoy building trust and collaborating closely with go-to-market partners (Sales, CS, Applied AI) without owning the commercial relationship yourself
Have contributed to the foundations of a support team before , the essential, often unglamorous work of writing the first runbook
Are excited about Anthropic's products and the opportunity to shape how the world's largest companies get support for them
Strong candidates may also have:
SQL proficiency for querying logs and usage data to investigate issues
Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
Understanding of LLM capabilities, prompt engineering patterns, and current limitations
Familiarity with enterprise networking concepts, cloud infrastructure (AWS, GCP), and IT environments
Experience working inside a customer's shared Slack or similar embedded-support model
Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer-platform or infrastructure company