# Product Support Specialist

**Company**: Anthropic
**Location**: Tokyo, Japan
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/5138042008
**Canonical**: https://yubhub.co/jobs/job_b479b4ca-607

## Description

We are hiring Product Support Specialists to join our team in Tokyo. As a Product Support Specialist, you will 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. You will also 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, in English and Japanese, with a variety of complexity

- Clearly and empathetically communicate with a wide range of user personas

- 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

Requirements:

- Experience in providing technical product support, in both English and Japanese, within a second tier, escalated, or priority support team

- Familiarity with APIs and technical SaaS products and can deeply understand technical docs with ease

- Demonstrated ability to thrive in fast-paced, reactive situations while meeting core support metrics targets

- Strong user empathy and are expert in the lifecycle of a support case

- Crisp but kind written communication skills and a deep care for the details

- Enjoy helping others learn about new features and complex concepts

- Persistent and curious, delighting in the hunt of tracking down a bug or issue, and energized by fixing this for all similar users going forward

- Experience contributing to the foundations of a support team

- Proficient at working in a technical environment and are interested in Anthropic's products

- Deep sense of ownership, and excited to help us build our team!

## Skills

### Required
- Japanese
- English
- APIs
- Technical SaaS products
- Support case management
- Communication
- Problem-solving
- Team collaboration
- Knowledge sharing

### Nice to have
- Cloud computing
- DevOps
- Agile methodologies
- Customer success
- Technical writing