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Anthropic is seeking a Product Support Specialist to provide high-touch technical support to businesses building on Claude, the company's AI platform. In this role, you'll serve as an escalation point for complex technical issues, working directly with customers to diagnose and resolve problems involving API integrations, authentication flows (SSO, SAML, OAuth), and platform usage.
Key responsibilities include:
- Providing strategic support to enterprise and high-value customers, managing both executive-level communications and technical troubleshooting within the same workflow
- Reproducing and diagnosing complex customer issues using logs, traces, and API debugging techniques
- Troubleshooting authentication and infrastructure integration challenges
- Partnering with engineering teams to resolve issues both individually and at scale
- Managing on-call rotations for high-urgency incidents with full ownership
- Building institutional knowledge by identifying support gaps and creating documentation and tooling that scales across the team
- Driving process improvements to increase customer satisfaction and reduce support volume
- Operating effectively in ambiguous, novel situations and adapting to a rapidly evolving product landscape
You'll need several years of technical product support experience at a high-growth tech company, with hands-on API debugging and tier-two/escalated support team background. Enterprise account support experience is essential—you should be comfortable with executive communication, escalation management, and cross-functional collaboration. Strong fluency with APIs and technical SaaS products is required, along with demonstrated expertise in SSO, SAML, and OAuth troubleshooting. You should thrive in fast-paced, reactive environments while maintaining support metrics (CSAT, SLA). Excellent written communication, user empathy, persistence, and genuine curiosity about problem-solving are critical.
