AI Product Support Specialist — Enterprise & API

Anthropic; New York (NY); Hybrid; USD 131,000 - 210,000; Full time

Job summary

Anthropic is hiring a Product Support Specialist to deliver high-touch support for customers building on Claude. You’ll diagnose, investigate, and resolve complex technical needs, partnering with engineers and account teams to maintain trust.

You’ll help document gaps, build tooling, and provide product feedback to scale support and reduce escalations across a growing enterprise audience.

Qualifications

• Several years of technical product support experience at a high-growth tech company, including hands-on API debugging.
• Experience supporting enterprise accounts: exec-level communication, escalation management, and collaboration with account & engineering teams.
• Fluency with APIs and technical SaaS; reads docs well and can infer architectures.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Proven ability to thrive in fast-paced environments while hitting CSAT/SLA metrics.
• Strong user empathy and mastery of the support case lifecycle.

Responsibilities

• Provide high-touch support to strategic customers, communicating clearly with diverse user personas.
• Escalation point for complex technical issues; reproduce issues, use logs, and provide solutions with engineers.
• Troubleshoot SSO, SAML, and OAuth authentication flows and integration surfaces.
• Partner with engineers and internal stakeholders to diagnose and resolve user issues at scale.
• Manage on-call tasks for high-urgency issues with ownership.
• Respond to support cases with varying complexity, from individuals to large businesses.
• Become an Anthropic product expert and drive documentation and tooling improvements.
• Drive improvements to support processes to increase satisfaction and reduce contacts.
• Operate in ambiguity and make informed decisions in novel situations.

Skills

APIs

SaaS

SSO/SAML/OAuth

CSAT/SLA

User empathy

Written comms

Ownership

Executive communication

API debugging

Education

Bachelor's degree

Job description

Anthropic is hiring a Product Support Specialist to deliver high-touch support for customers building on Claude. You’ll diagnose, investigate, and resolve complex technical needs, partnering with engineers and account teams to maintain trust.

You’ll help document gaps, build tooling, and provide product feedback to scale support and reduce escalations across a growing enterprise audience.