Product Support Specialist (Wed-Sun)

📋 Description

• Become an expert in Anthropic products
• Respond to support cases across complexity levels
• Communicate empathetically with diverse user personas
• Manage on-call tasks for high-urgency issues
• Prioritize and adapt to an evolving product landscape
• Make informed decisions in ambiguity
• Partner with engineers to diagnose and resolve issues at scale
• Drive improvements to boost user satisfaction
• Build resources to grow the team's technical knowledge

🎯 Requirements

• Experience in technical product support, including API debugging
• Familiar with APIs and technical SaaS; understands technical docs
• Thrives in fast-paced support environments; meets CSAT/SLA targets
• Strong user empathy; expert in the support lifecycle
• Clear, kind written communication; attention to detail
• Enjoy teaching others about features and concepts
• Experience troubleshooting SSO, SAML, OAuth
• Persistent and curious; enjoys bug hunting and fixing
• Experience building foundational support processes
• Proficient in technical environments; interested in Anthropic's products
• Own initiatives; eager to help grow the team
• Bachelor's degree in related field or equivalent experience
• Experience with Bash, Python, or JavaScript scripting basics
• Understanding of LLM capabilities and limitations
• Familiarity with enterprise networking concepts
• Familiarity with Git workflows
• SQL proficiency for querying logs
• Experience supporting government/public sector customers
• Experience leading teams or managing vendor support

🎁 Benefits

• Public benefit corporation
• Equity donation matching option
• Vacation and parental leave
• Flexible working hours
• Office space for collaboration