Support Engineer
San Francisco, CA | New York City, NY | Seattle, WA
Posted 16d ago
Job Location
San Francisco, CA | New York City, NY | Seattle, WA
Tech Stack
Remote Work Policy
On-site
Categories
Applied AI Engineer
About the job
We are hiring Support Engineers to serve as the named, dedicated Product Support point of contact for Anthropic's most strategic enterprise customers. As a Support Engineer, you'll be providing high-touch, deeply contextual support to a defined book of accounts — embedded in your customers' shared channels, known by name to their stakeholders, and partnering closely with Sales, Customer Success, and Applied AI as the technical support voice on the account team. You'll bring deep knowledge of how each of your customers is built on Claude to every interaction, so you can investigate, diagnose, and resolve their most complex technical needs with nuance and speed — and ensure the right internal teams are engaged when needed.
Responsibilities
- Serve as the named technical support contact for strategic enterprise accounts, embedded in customer channels and joining recurring account cadences.
- Own customers' technical support needs end-to-end, investigating, diagnosing, and resolving complex issues directly.
- Partner with internal Engineering and Product teams to drive issue resolution when needed.
- Build deep context on each customer's architecture, integrations, and use cases.
- Capture technical feedback and product friction from accounts and route it to Product with impact data.
- Manage high-urgency issues for accounts with extreme ownership.
- Coordinate with the broader Product Support team for continuous coverage.
- Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code.
Requirements
- 5+ years in technical product support, with meaningful time in escalated, priority, or named-account support for enterprise customers.
- Deep fluency with APIs and technical SaaS products.
- Ability to read technical documentation, error logs, and request traces with ease.
- Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows.
- Persistence and curiosity in tracking down and fixing bugs.
- Strong user empathy and crisp, kind written communication skills.
- Comfort operating in ambiguity and making informed decisions in novel situations.
- Ability to build trust and collaborate closely with go-to-market partners.
- Experience contributing to the foundations of a support team (e.g., writing runbooks).
- Excitement about Anthropic's products and shaping customer support.