Product Support Specialist (Wed-Sun)

About Anthropic

Anthropics 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 youll 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 youll help us identify and close gaps in our teams technical knowledge provide high-touch support to strategic customers and demonstrate deep care for how we systematically support customers at scale.

Note: Specialists will work Wednesday - Sunday

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 teams technical knowledge by scoping gaps working with cross-functional partners to deeply understand relevant nuances and building resources that grow with our products

You may be a good fit if you:

• Have experience in technical product support 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 users 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 Anthropics products
• Possess a deep sense of ownership and are excited to help us build our team!

Strong candidates may also have:

While not required were 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

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

Logistics

Education requirements: We require at least a Bachelors degree in a related field or equivalent experience.

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 arent 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 youre interested in this work. We think AI systems like the ones were building have enormous social and ethical implications. We think this makes representation even more important and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams remember that Anthropic recruiters only contact you 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 youre ever unsure about a communication dont click any linksvisit for confirmed position openings.

How were 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. Were 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 aboutour policyfor using AI in our application process