Product Support Specialist

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’s 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:

As a Product Support Specialist, 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 will work either Tues - Sat or Sun - Thurs

Responsibilities:

• Become an expert in all Anthropic products
• Respond to user support cases with a variety of complexity, from 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 to assisting consumer users in a rapid pace
• Manage on-call tasks for high-urgency user issues with extreme ownership
• 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

You may be a good fit if you:

• Have experience in technical product support, including API debugging, preferably in 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
• 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

Education requirements: We require at least a Bachelor's degree in a related field or equivalent experience.
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 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 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.

How we're 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. We're 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 about our policy for using AI in our application process