Product Support Specialist

Anthropic
San Francisco
Workplace: OnsiteFull timeUSD 116,480 - 165,000 annuallyFunction: Customer Support (Service Desk)Education: bachelorsSkills: ["Communication","Empathy","Writing","Problem-solving","Ownership"]

Produce reliable, empathetic technical product support for Anthropic’s AI products by responding to user needs, investigating issues (including API debugging), and tracking feedback. Collaborate with engineers and internal teams to diagnose and resolve issues, escalate where needed, on-call for high-urgency cases, and help scale support with documentation and process improvements for a fast-growing, enterprise-focused user base.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Anthropic
Anthropic
9 months ago

Product Support Specialist

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 5 hours agoStatus: Live

Job Summary

Produce reliable, empathetic technical product support for Anthropic’s AI products by responding to user needs, investigating issues (including API debugging), and tracking feedback. Collaborate with engineers and internal teams to diagnose and resolve issues, escalate where needed, on-call for high-urgency cases, and help scale support with documentation and process improvements for a fast-growing, enterprise-focused user base.
Location: San Francisco
Workplace: Onsite
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key 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

Pay and Benefits

Salary: USD 116,480 - 165,000 annually
Equity and Bonus:Equity
Perks:EquityParental LeaveFlexible Hours

Key Requirements

  • •Experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team.
  • •Familiar 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 expert in the lifecycle of a support case; read between the lines of a user’s question and resolve quickly.
  • •Crisp but kind written communication and a deep care for the details
Experience:AISaaSEnterprise software
Education:Bachelor's
Skills:CommunicationEmpathyWritingProblem-solvingOwnership
Languages:English
Tech Stack:APISSOSAMLOAuthBashPythonJavaScriptSQL

Company Brief

Anthropic
Develops large-scale AI systems and safety research to create reliable, steerable, and interpretable AI assistants and models for commercial and research applications.
Industry: AI & Machine Learning
Company Size: Enterprise (1,001+ employees)
Growth: Scaleup
Valuation: Unicorn (USD 1B+)
Funding: Series C
Headquarters: San Francisco, United States
Founded: 2021
WebsiteLinkedIn