Product Specialist, Distal Extremities & Trauma

Arthrex Apac; Sydney; Hybrid; AUD 70,000 - 110,000; Full time

Benefits offered by this job

Global growth opportunities

Job summary

Anthropic in Sydney is hiring its first Sydney-based Product Support Specialists to grow our global presence. You’ll respond to a range of user needs, investigate issues, and track requests while ensuring high-touch support for strategic customers.

You’ll work 12pm–8pm, Monday to Friday, handling escalation and on-call duties during APAC hours to ensure 24/7 coverage. A strong emphasis on technical knowledge and scalable processes will guide your day-to-day work.

Qualifications

• Experience in second-tier, escalated, or priority support teams.
• Ability to understand technical docs and API concepts.
• Strong written communication and customer empathy.

Responsibilities

• Become expert in Anthropic products and support processes.
• Respond to support cases ranging from billing to complex API issues.
• Communicate clearly with executives and consumer users.
• Manage on-call tasks during APAC hours to ensure 24/7 coverage.
• Identify gaps in knowledge and build resources to scale support.
• Partner with engineers and teammates to diagnose and resolve issues.
• Drive improvements to reduce contact rates and increase CSAT.

Skills

Technical product support

APIs & SaaS products

Customer empathy

Effective written communication

Education

Bachelor's degree or equivalent

Job description

About the role

We are hiring our first Sydney‑based Product Support Specialists, who will grow our global presence as a team and serve as champions of our unique support brand. You’ll 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, you’ll help us identify and close gaps in our team’s technical knowledge, provide high‑touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale.

Note: Specialists in Sydney will work 12pm to 8pm, Monday to Friday.

Responsibilities

• Become an expert in all Anthropic products
• Respond to user support cases with a variety of complexity, from simple billing or account 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 and assisting consumer users at a rapid pace
• Manage on‑call tasks for high‑urgency user issues with extreme ownership. This includes being on critical “pager duty” during APAC hours to ensure 24/7 support for critical queries
• 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 team’s technical knowledge by scoping gaps, working with cross‑functional partners to deeply understand relevant nuances, and building resources that grow with our products

What you may be a good fit if you

• Have experience in providing technical product support within 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 user’s 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
• 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, and it is particularly key for this role due to it being among the first Support hires in APAC/ANZ
• Are proficient at working in a technical environment and are interested in Anthropic’s products
• Possess a deep sense of ownership, and are excited to help us build our team!

Logistics

• Minimum education: Bachelor’s 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 aren’t 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 under‑represented 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 you’re interested in this work. We think AI systems like the ones we’re 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.

Equal opportunity: Anthropic is a global leader in medical technologies and, together with its customers, is driven to make healthcare better. The company offers innovative products and services in MedSurg, Neurotechnology, Orthopaedics and Spine that help improve patient and healthcare outcomes. Stryker is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, ethnicity, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status. Stryker is an EEO employer - M/F/Veteran/Disability.