Support Engineer

About the company the company’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 We are hiring Support Engineers to serve as the named, dedicated Product Support point of contact for the company's most strategic enterprise customers. As a Support Engineer, you'll be providing high-touch, deeply contextual support to a defined book of accounts — embedded in your customers' shared channels, known by name to their stakeholders, and partnering closely with Sales, Customer Success, and Applied AI as the technical support voice on the account team. You'll bring deep knowledge of how each of your customers is built on Claude to every interaction, so you can investigate, diagnose, and resolve their most complex technical needs with nuance and speed — and ensure the right internal teams are engaged when needed. Responsibilities Serve as the named technical support contact for a defined book of strategic enterprise accounts, embedded in customer channels and joining recurring account cadences as the support voice Own your customers' technical support needs end to end — investigate, diagnose, and resolve complex issues directly, and partner with internal Engineering and Product teams to drive resolution when needed Build deep, durable context on each customer's architecture, integrations, and use cases so you can respond with nuance rather than from a script Partner closely with the Customer Success Manager, Account Executive, and Applied AI team on each account as part of a single, coordinated account team Capture technical feedback and product friction from your accounts and route it to Product with the impact data and detail needed to prioritize it correctly Manage high‑urgency issues for your accounts with extreme ownership, and coordinate cleanly with the broader Product Support team for continuous coverage Help build the foundations of the Support Engineer function — runbooks, escalation paths, tooling, and the metrics we’ll use to measure its value Become an expert in all the company products across the API, Claude for Enterprise, and Claude Code You may be a good fit if you Have 5+ years in technical product support, with meaningful time in an escalated, priority, or named‑account support team for enterprise customers Have been the person an enterprise customer knows by name and reaches for first when they need technical help Are deeply fluent with APIs and technical SaaS products, and can read technical documentation, error logs, and request traces with ease Have hands‑on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows Are persistent and curious — you delight in the hunt of tracking down a bug, and are energized by fixing it for every similar user going forward Possess strong user empathy and crisp, kind written communication; you can translate between a frustrated customer engineer and an internal platform team without losing either Are comfortable operating in ambiguity, making informed decisions in never‑before‑seen situations, and knowing when to pull the escalation cord Enjoy building trust and collaborating closely with go‑to‑market partners (Sales, CS, Applied AI) without owning the commercial relationship yourself Have contributed to the foundations of a support team before — the essential, often unglamorous work of writing the first runbook Are excited about the company's products and the opportunity to shape how the world's largest companies get support for them Strong candidates may also have SQL proficiency for querying logs and usage data to investigate issues Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript) Understanding of LLM capabilities, prompt engineering patterns, and current limitations Familiarity with enterprise networking concepts, cloud infrastructure (AWS, GCP), and IT environments Experience working inside a customer's shared Slack or similar embedded‑support model Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer‑platform or infrastructure company Compensation 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: $210,000 — $250,000 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. 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. #J-18808-Ljbffr United States Digital Space LLC