AI Product Support Specialist — High-Touch & API Expert

Screendesk; Dublin; Hybrid; EUR 42,000 - 59,000; Full time

Benefits offered by this job

Competitive compensation and benefits

Optional equity donation matching

Generous vacation and parental leave

Flexible working hours

Job summary

Anthropic is hiring a Product Support Specialist to respond to user needs, investigate issues, and track requests across our AI products. You will close knowledge gaps, provide high-touch support to strategic customers, and help scale support processes while maintaining exceptional CSAT targets.

The role emphasizes deep product knowledge, empathy, and proactive communication. Hybrid work policy requires 25% in-office presence where applicable.

Qualifications

• Experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team.
• Familiar with APIs and technical SaaS products and can deeply understand technical docs with ease.
• Proven ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (CSAT, SLA).
• Strong user empathy and expert at the lifecycle of a support case; read between the lines of a user's question for swift resolution.
• Crisp but kind written communication skills with attention to detail.
• Enjoy helping others learn about new features and complex concepts.
• Persistent and curious; energized by tracking and fixing bugs for all users.
• Experience contributing to foundations of a support team; valuable but often unglamorous work.
• Proficient in working in a technical environment and interested in Anthropic’s products.
• Deep sense of ownership; excited to help build the team.

Responsibilities

• Become an expert in all Anthropic products.
• Respond to user support cases with varying complexity, including API debugging for large businesses.
• Communicate clearly with diverse user personas, guiding executives and consumer users alike.
• Manage on-call tasks for high-urgency issues with ownership.
• Prioritize and adapt to a changing product landscape.
• Operate in ambiguity and make informed decisions.
• Collaborate with engineers and internal stakeholders to diagnose and resolve issues.
• Suggest and drive improvements to support processes and efficiency.
• Build resources to grow with our products.

Skills

API debugging

SaaS products

Customer support

Technical empathy

Written communication

Education

Bachelor's degree or equivalent experience

Job description

Anthropic is hiring a Product Support Specialist to respond to user needs, investigate issues, and track requests across our AI products. You will close knowledge gaps, provide high-touch support to strategic customers, and help scale support processes while maintaining exceptional CSAT targets.

The role emphasizes deep product knowledge, empathy, and proactive communication. Hybrid work policy requires 25% in-office presence where applicable.