Senior Enterprise Support Engineer — AI API & Claude

Anthropic Limited; New York (NY); On-site; USD 210,000 - 250,000; Full time

Job summary

Anthropic is seeking a Support Engineer to act as the dedicated technical support voice for our enterprise customers, embedded in their channels and aligned with Sales, CS, and Applied AI. You will bring deep knowledge of Claude and investigate, diagnose, and resolve the most complex needs with nuance and speed.

Develop deep context on each customer’s architecture, work closely with internal teams, and drive continuous improvements in support runbooks and escalation paths.

Qualifications

• 5+ years in technical product support, esp. escalated or named-account service for enterprises.
• Fluent with APIs and technical SaaS products; able to read logs and traces with ease.
• Experience diagnosing and solving complex issues end-to-end with cross-functional teams.

Responsibilities

• Serve as the named technical support contact for strategic enterprise accounts.
• Own end-to-end technical support, diagnosing and resolving complex issues.
• Build deep context on customer architectures and use cases.
• Collaborate with Customer Success, Sales, and Applied AI teams on accounts.
• Capture product friction feedback with impact data for prioritization.
• Manage high-urgency issues with ownership and coordination across teams.
• Help build foundational runbooks, escalation paths, and metrics.

Skills

5+ years experience

API proficiency

SaaS enterprise support

SSO/SAML/OAuth troubleshooting

written communication

decision-making in ambiguity

Education

Bachelor's degree

Tools

SQL

Bash

Python

JavaScript

Job description

Anthropic is seeking a Support Engineer to act as the dedicated technical support voice for our enterprise customers, embedded in their channels and aligned with Sales, CS, and Applied AI. You will bring deep knowledge of Claude and investigate, diagnose, and resolve the most complex needs with nuance and speed.

Develop deep context on each customer’s architecture, work closely with internal teams, and drive continuous improvements in support runbooks and escalation paths.