Sydney AI Product Support Specialist — High-Touch, APAC

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

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.