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Job Description
Anthropic is seeking a Product Support Specialist to join their team in Dublin. This role will be at the forefront of delivering AI solutions, addressing user needs, and identifying areas for improvement. The Product Support Specialist will provide high-touch support to strategic customers and contribute to the development of scalable support systems.
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 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 technical product support, including API debugging, preferably in 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 (e.g. CSAT, SLA, etc.)
- Strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user’s question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
- 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; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
- Experience contributing to the foundations of a support team – this is essential, highly valuable, but often unglamorous work
- 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!
Anthropic offers:
- Competitive compensation and benefits
- Optional equity donation matching
- Generous vacation and parental leave
- Flexible working hours
