Support Engineer

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

We are hiring Support Engineers to serve as the named dedicated Product Support point of contact for Anthropics most strategic enterprise customers. As a Support Engineer youll 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.

Youll 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 customers 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 well use to measure its value
• Become an expert in all Anthropic 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 Anthropics products and the opportunity to shape how the worlds 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 customers 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

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.