Product Support Specialist

About the job

Responsibilities

• Become an expert in all Anthropic products.
• Respond to user support cases of varying complexity, from individual inquiries to complex API debugging for large businesses.
• Communicate clearly and empathetically with diverse user personas, adapting between guiding executives and assisting consumers.
• Manage on-call duties for high-urgency user issues with a strong sense of ownership.
• Prioritize effectively and adapt to a constantly evolving product landscape.
• Operate with ambiguity, making informed decisions in novel situations.
• Collaborate with engineers, teammates, and other stakeholders to diagnose and resolve user issues.
• Suggest and implement improvements to support processes to enhance user satisfaction and efficiency.
• Uplevel the team's technical knowledge by identifying gaps and building resources.
• Drive initiatives to increase efficiency and reduce contact rates.

Requirements

• Several years of relevant experience in technical product support at a high-growth tech company.
• Experience with API debugging, preferably in an escalated or priority support team.
• Familiarity with APIs and technical SaaS products, with the ability to quickly understand technical documentation.
• Demonstrated ability to perform well in fast-paced, reactive environments while meeting support metrics.
• Strong user empathy and expertise in the support case lifecycle.
• Excellent written communication skills with a keen eye for detail.
• Enjoyment in educating users about new features and complex concepts.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Persistence and curiosity in tracking down bugs and issues.
• Experience contributing to the foundational aspects of a support team.
• Proficiency in working within a technical environment and interest in Anthropic's products.
• A deep sense of ownership and enthusiasm for building a team.