IT Support Engineer, Executive Support

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

Were standing up a dedicated executive support function within IT and were hiring the IT Support Engineer who will build it. IT Support is the front door for every employee technology need at Anthropic and this role creates its most visible lane: white-glove support for our executives their administrative business partners (ABPs) and our board.

Youll define what that service looks like: the support model for execs board and ABPs the runbooks behind it the intake and escalation paths and the trusted relationships with ABPs and exec staff that make it work. Youll set the bar for discretion and polish as you go. Youll also be the person our leadership reaches when technology gets in the way. The requests that land in this lane range from routine to highly sensitive and many arrive urgent: an executive locked out minutes before a meeting an AV issue in a room full of leadership a board member who needs setup handled quietly and correctly the first time. You own the request end to end and pull in specialist functions or IT Engineering pods as needed.

Responsibilities

• Stand up the executive support intake channels and run it: monitor respond and follow through on every request from executives ABPs and board members
• Define the white-glove service model for discretion-sensitive asks and deliver to it holding confidentiality under pressure
• Design the board-meeting AV support playbook with the AV pod and provide AV support for executive rooms and board meetings from setup and pre-checks through live triage
• Create exec-support runbooks and SLAs that keep the service consistent as it grows
• Build trusted relationships with ABPs and executive staff and establish clear intake paths so leadership knows exactly where to go
• Handle ABP escalations and exec-urgent issues calmly and route into specialist lanes or IT Engineering pods when a request needs them
• Establish the board member device account and access setup process with our Onboarding lane
• Work the shared ticket queue with the SF Core team: walk-ups desk-side help hardware swaps it-assist overflow and AV T1 triage
• Participate in the Core on-call rotation and contribute to the knowledge base and runbooks
• Maintain a regular on-site presence in San Francisco

You may be a good fit if you have

• 7 years of experience in IT support and 3 years in executive support
• Experience standing up a service or program from scratch such as an executive support desk a VIP support function or a white-glove service
• Experience supporting executives their assistants or a board to a white-glove standard
• A track record of handling sensitive requests with discretion and the judgment to know what stays confidential without being told
• Strong hands-on IT support fundamentals: macOS-primary fleets identity and access SaaS troubleshooting hardware lifecycle
• AV fluency for executive rooms and board meetings: you can set up verify and fix a room under time pressure
• Composure when an urgent escalation lands and the judgment to know when to pull in help
• High polish and low ego: you take pride in service quality and still pick up whatever the team needs including the ordinary queue work
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity: you can make progress before the process exists and you enjoy shaping how things should work
• The instinct to write things down: runbooks KB articles and status updates that keep people informed

Nice to have

• Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements
• AV depth beyond first response such as broadcast live events or room design input
• Experience building runbooks self-service content or support automation
• Experience supporting AI/ML research environments or highly technical user bases

Deadline to apply: None. Applications will be received on a rolling basis.

Logistics

Minimum education: Bachelors 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 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 policy for using AI in our application process.