AI Product Support Specialist - High-Touch Enterprise

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

Job summary

Anthropic in New York is hiring a Product Support Specialist to be on the front lines delivering Claude to customers. You will own high-touch cases, understand a customer's integrations, authentication setup, and model usage, and work with engineers to reproduce issues and provide solutions.

You will help scale knowledge by creating docs, tooling, and feedback. The role requires cross-functional collaboration, ownership, and a focus on customer satisfaction as Anthropic grows its enterprise base.

Qualifications

• Several years of technical product support experience at a high-growth tech company.
• Experience supporting enterprise or strategic accounts: exec-level communication and escalation management.
• Fluency with APIs and technical SaaS products; ability to reason about architectures from clues.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Proven ability to meet core support metrics (CSAT, SLA, etc.).
• Strong user empathy and mastery of the support case lifecycle.
• Crisp, detailed written communication and ownership mindset.

Responsibilities

• Provide high-touch support to strategic customers, communicating clearly with diverse personas and guiding executives and admins.
• Serve as escalation point for complex issues, reproducing customer issues and working with engineers to resolve them.
• Troubleshoot SSO, SAML, and OAuth authentication flows and the integration surface with customers' infrastructure.
• Partner with engineers and cross-functional teams to diagnose and resolve user issues at scale.
• Manage on-call tasks for high-urgency user issues with ownership.
• Respond to support cases with varying complexity, from individuals to large enterprises.
• Develop documentation, tooling, and product feedback from case learnings to improve the team.
• Drive improvements to support processes to increase user satisfaction and reduce contact rates.

Skills

API debugging

Enterprise support

Executive communication

OAuth/SAML SSO

CSAT/SLA focus

Technical empathy

Ownership mindset

Git workflows

Education

Bachelor's degree

Tools

Git workflows

Job description

Anthropic in New York is hiring a Product Support Specialist to be on the front lines delivering Claude to customers. You will own high-touch cases, understand a customer's integrations, authentication setup, and model usage, and work with engineers to reproduce issues and provide solutions.

You will help scale knowledge by creating docs, tooling, and feedback. The role requires cross-functional collaboration, ownership, and a focus on customer satisfaction as Anthropic grows its enterprise base.