IT Support Engineer
Tokyo, Japan
Posted 8h ago
About the job
The IT Operations team at Anthropic is seeking an IT Support Engineer to ensure every employee can do their best work without friction. As Anthropic grows rapidly, this role will be crucial in scaling IT operations, onboarding new employees, automating repetitive processes, and continuously improving the employee experience. You will handle support challenges primarily within a macOS environment, contributing to operational improvements and working closely with IT Engineering and Security teams. This position offers opportunities to grow into more technical infrastructure work over time.
Responsibilities
- Triage and resolve hardware, software, networking, and account issues via ticketing system, Slack, and in-person.
- Diagnose and resolve issues across macOS, ChromeOS, iOS, Android, and core SaaS platforms (Google Workspace, Slack, GitHub, Atlassian).
- Troubleshoot device issues including enrollment, configuration profiles, and policy enforcement.
- Support access management and employee lifecycle workflows (onboarding, offboarding, reorgs).
- Handle escalations requiring cross-team coordination.
- Participate in an on-call rotation for urgent issues outside business hours.
- Provide hands-on support for user technology, AV systems, conference rooms, and printers.
- Communicate clearly with users of all technical levels.
- Write and maintain internal documentation such as runbooks, how-to guides, and knowledge base articles.
- Identify patterns in support requests and surface recurring issues to the team.
- Identify opportunities for automation or systemic solutions.
- Help streamline onboarding and other high-volume operations.
- Contribute to automation efforts.
- Maintain and improve device management, identity, and access systems.
- Assist with scripting (Bash, Python) to automate repetitive tasks.
Requirements
- 7+ years of hands-on IT support experience, ideally in a fast-paced or high-growth environment.
- Excellent communication skills and a genuine enjoyment of helping people solve problems.
- Strong troubleshooting skills; methodical, curious, and persistent.
- Demonstrated experience supporting macOS endpoints and comfort with ChromeOS, iOS, and Android.
- Significant experience with Google Workspace administration.
- Experience with Slack administration (workspace management, permissions, troubleshooting).
- Substantial experience supporting and administering additional SaaS tools.
- Understanding of identity and access fundamentals (SSO, MFA, directory services).
- Familiarity with MDM fundamentals and endpoint management concepts.
- Experience with basic scripting (Bash or Python) for automation.
- Ability to take ownership of problems and follow through to resolution.
- Proactive approach to identifying and preventing recurring issues.
- Organized with the ability to manage competing priorities.
- Ability to propose solutions for scaling processes.
- Desire to develop deeper technical skills and take on complex systems administration challenges.