AI Product Support Specialist — Enterprise & API Escalations

Anthropic Limited; San Francisco (CA); Hybrid; USD 131,000 - 210,000; Full time

Job summary

Anthropic Limited is seeking a Product Support Specialist in a hybrid role based in San Francisco. You will deliver high-touch support to strategic customers, diagnosing complex API issues and guiding executives through incidents with engineers and account teams.

You’ll capture learnings into documentation and tooling, drive process improvements, and own critical escalations to ensure customer trust while scaling support for a growing product platform.

Qualifications

• Bachelor's degree or equivalent in a related field.
• Hands-on API debugging experience.
• Experience supporting enterprise or strategic accounts.
• Fluency with APIs and technical SaaS products.
• Experience troubleshooting SSO, SAML, and OAuth flows.
• Strong written communication and customer empathy.
• Ability to own incidents and manage escalations.
• Comfort working in fast-paced environments.

Responsibilities

• Provide high-touch support to strategic customers, guiding executives and admins during incidents.
• Escalation point for complex technical issues with engineers.
• Troubleshoot authentication flows (SSO, SAML, OAuth) and integrations.
• Collaborate with engineers and account teams to diagnose and resolve issues.
• Manage on-call tasks for high-urgency user issues with ownership.
• Respond to cases across a range of complexity and API debugging needs.
• Become an expert in Anthropic products and hunt for root causes.
• Develop resources to expand team knowledge and tooling.
• Suggest improvements to support processes to reduce contact rates.

Skills

API debugging

Enterprise support

SaaS APIs

SSO SAML OAuth

Support metrics

Written comms

Ownership mindset

Troubleshooting

Executive communication

Education

Bachelor's degree

Tools

Bash

Python

JavaScript

Job description

Anthropic Limited is seeking a Product Support Specialist in a hybrid role based in San Francisco. You will deliver high-touch support to strategic customers, diagnosing complex API issues and guiding executives through incidents with engineers and account teams.

You’ll capture learnings into documentation and tooling, drive process improvements, and own critical escalations to ensure customer trust while scaling support for a growing product platform.