Anthropic
SupportEngineer
“Support Engineer at Anthropic. Skills: Technical product support, Enterprise customer support, API troubleshooting. Serve as named technical support contact. Own customer technical support needs”
What You'll Achieve.
Ensure right internal teams are engaged; Respond with nuance and speed; Prioritize feedback correctly; Provide continuous coverage; Measure Support Engineer function value
Industry & Context.
Investigate, diagnose, and resolve complex technical needs; Track down a bug; Fixing issues for users; Operating in ambiguity; Making informed decisions in never-before-seen situations
What They're Looking For.
Must Have
5+ years in technical product support, Meaningful time in escalated, priority, or named-account support team for enterprise customers, Deeply fluent with APIs and technical SaaS products, Ability to read technical documentation, error logs, and request traces, Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows, Persistent and curious, User empathy, Crisp, kind written communication, Comfortable operating in ambiguity, Making informed decisions in never-before-seen situations, Knowing when to pull the escalation cord, Enjoy building trust and collaborating closely with go-to-market partners, Contributed to the foundations of a support team before
Nice to Have
SQL proficiency for querying logs and usage data, Comfort with command line interfaces, Basic scripting (Bash, Python, JavaScript), Understanding of LLM capabilities, Prompt engineering patterns, Current LLM limitations, Familiarity with enterprise networking concepts, Cloud infrastructure (AWS, GCP), IT environments, Experience working inside a customer's shared Slack or similar embedded-support model, Background as a Technical Account Manager, Support Engineer, Designated/Premier Support contact at a developer-platform or infrastructure company
What You'll Do.
Serve as named technical support contact
Own customer technical support needs
and resolve complex issues
Partner with internal Engineering and Product teams
Build deep context on customer architecture
Capture technical feedback
Route feedback to Product
Manage high-urgency issues
Coordinate with broader Product Support team
Build foundations of Support Engineer function
Become expert in Anthropic products
How You'll Work.
Team & Collaboration
Partner closely with Customer Success Manager; Partner closely with Account Executive; Partner closely with Applied AI team; Collaborate with go-to-market partners; Collaborate with internal Engineering teams; Collaborate with internal Product teams; Collaborate with broader Product Support team; Work as a single cohesive team; Frequent research discussions
Communication Scope
Crisp communication; Kind communication; Translate between customer and internal teams
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