# Product Support Specialist

**Company**: Anthropic
**Location**: San Francisco, CA | New York City, NY | Seattle, WA
**Work arrangement**: hybrid
**Experience**: mid
**Job type**: full-time
**Salary**: $116,480-$165,000 USD
**Category**: Engineering
**Industry**: Technology
**Wikidata**: https://www.wikidata.org/wiki/Q116758847

**Apply**: https://job-boards.greenhouse.io/anthropic/jobs/4979585008
**Canonical**: https://yubhub.co/jobs/job_b4d124bc-858

## Description

As a Product Support Specialist at Anthropic, you'll 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'll 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 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 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 Suggest and drive improvements to increase user satisfaction through support processes Uplevel our team's technical knowledge by scoping gaps, working with cross-functional partners, and building resources

You may be a good fit if you: Have experience in technical product support, including API debugging Are familiar with APIs and technical SaaS products Have demonstrated an ability to thrive in fast-paced, reactive situations Possess strong user empathy and are expert in the lifecycle of a support case Have crisp but kind written communication skills and a deep care for the details Enjoy helping others learn about new features and complex concepts Experience troubleshooting SSO, SAML, and OAuth authentication flows Are persistent and curious, and enjoy fixing bugs and issues Have experience contributing to the foundations of a support team Are proficient at working in a technical environment and are interested in Anthropic's products Possess a deep sense of ownership and are excited to help us build our team!

Strong candidates may also have: Comfort with command line interfaces and basic scripting Understanding of LLM capabilities, practical applications, and current limitations Familiarity with enterprise networking concepts and IT infrastructure Familiarity with Git workflows and version control concepts SQL proficiency for querying logs and investigating issues Experience supporting government or public sector customers, including familiarity with compliance requirements and security frameworks Background in team lead roles or managing contract/vendor support teams

## Skills

### Required
- API debugging
- APIs
- technical SaaS products
- user empathy
- written communication skills
- troubleshooting SSO, SAML, and OAuth authentication flows
- persistent and curious
- fixing bugs and issues
- contributing to the foundations of a support team
- proficient at working in a technical environment
- deep sense of ownership

### Nice to have
- command line interfaces and basic scripting
- LLM capabilities, practical applications, and current limitations
- enterprise networking concepts and IT infrastructure
- Git workflows and version control concepts
- SQL proficiency for querying logs and investigating issues
- supporting government or public sector customers
- team lead roles or managing contract/vendor support teams