Product Support Specialist

Job Description

Anthropic is seeking a Product Support Specialist to be at the forefront of delivering AI solutions to users. This role involves responding to, investigating, and tracking user needs, identifying knowledge gaps, providing high-touch support to strategic customers, and systematically supporting customers at scale. Specialists will work either Tuesday-Saturday or Sunday-Thursday.Responsibilities:

• Become an expert in all Anthropic products.
• Respond to user support cases with varying complexity.
• Communicate empathetically with a wide range of user personas.
• Manage on-call tasks for high-urgency user issues.
• Prioritize critically and adapt to an evolving product landscape.
• Partner with engineers and internal stakeholders to resolve user issues.
• Suggest and drive improvements to increase user satisfaction.
• Uplevel the team’s technical knowledge.

Requirements:

• Experience in technical product support, including API debugging.
• Familiarity with APIs and technical SaaS products.
• Ability to thrive in fast-paced situations while meeting support metrics.
• Strong user empathy and expertise in the support case lifecycle.
• Excellent written communication skills.
• Persistence and curiosity in tracking down and fixing bugs.
• Experience contributing to the foundations of a support team.
• Proficiency in a technical environment and interest in Anthropic’s products.
• Deep sense of ownership.
• Bachelor's degree in a related field or equivalent experience.

What Anthropic Offers:

• Competitive compensation and benefits.
• Optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours.
• Lovely office space for collaboration.