Product Support Specialist

Menlo Ventures; San Francisco (CA); On-site; USD 116,480 - 165,000; Full time

Job summary

A technology company in New York is seeking a Product Support Specialist to respond to user needs and provide expert support for their AI products. This role involves technical problem-solving and working closely with customers to enhance their experience. Candidates should have a background in technical support and a Bachelor's degree. Compensation ranges from $116,480 to $165,000, inclusive of benefits and equity.

Qualifications

• Experience in technical product support, preferably in a second tier or priority support team.
• Ability to thrive in fast-paced situations while meeting support metrics targets.
• Proficient in working in a technical environment.

Responsibilities

• Become an expert in all products.
• Respond to user support cases with a variety of complexity.
• Manage on-call tasks for high-urgency user issues with ownership.

Skills

Technical product support

API debugging

User empathy

Strong communication skills

Experience with technical SaaS products

Education

Bachelor's degree in a related field

Job description

About Anthropic

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!

Compensation

The expected base compensation for this position is below. Our total compensation package for full-time employees includes equity, benefits, and may include incentive compensation.

$116,480 - $165,000 USD

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 sponsor visas. If we make you an offer, we will do our best to help you get a visa.

EEO Statement: As set forth in Anthropic’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.