Product Support Specialist

Product Support Specialist

New York City, NY; San Francisco, CA; Seattle, WA

About Anthropic

Anthropic's mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the Role

As a Product Support Specialist, 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. Additionally, 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, from questions for individuals to complex API debugging for large businesses
• Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace
• 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

Minimum Qualifications

• Several years of relevant experience in technical product support in a high growth tech company, including API debugging, preferably in a second tier, escalated, or priority support team
• Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease
• Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
• Possess 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
• 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; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
• Have experience contributing to the foundations of a support team this is essential, highly valuable, but often unglamorous work
• 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!

Preferred Qualifications

While not required, we're particularly excited about candidates with one or more of these specializations:

• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
• 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

We're hiring across a range of experience levels to build depth in both technical capabilities and enterprise support.

The annual compensation range for this role is listed below. For sales roles, the range provided is the role's On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$131,040 - $210,000 USD

Logistics

Minimum education: Bachelor's degree or an equivalent combination of education, training, and/or experience

Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship: We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any linksvisit anthropic.com/careers directly for confirmed position openings.

How We're Different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact advancing our long-term goals of steerable, trustworthy AI rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come Work With Us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage: Learn about our policy for using AI in our application process.