Support Engineer

About the role

Serve as the named technical support contact for a defined book of strategic enterprise accounts, embedded in customer channels and joining recurring account cadences as the support voice.
Own your customers' technical support needs end to end — investigate, diagnose, and resolve complex issues directly, and partner with internal Engineering and Product teams to drive resolution when needed.
Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code.

Responsibilities

• Serve as the named technical support contact for a defined book of strategic enterprise accounts, embedded in customer channels and joining recurring account cadences as the support voice
• Own your customers' technical support needs end to end — investigate, diagnose, and resolve complex issues directly, and partner with internal Engineering and Product teams to drive resolution when needed
• Build deep, durable context on each customer's architecture, integrations, and use cases so you can respond with nuance rather than from a script
• Partner closely with the Customer Success Manager, Account Executive, and Applied AI team on each account as part of a single, coordinated account team
• Capture technical feedback and product friction from your accounts and route it to Product with the impact data and detail needed to prioritize it correctly
• Manage high-urgency issues for your accounts with extreme ownership, and coordinate cleanly with the broader Product Support team for continuous coverage
• Help build the foundations of the Support Engineer function — runbooks, escalation paths, tooling, and the metrics we'll use to measure its value
• 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 an escalated, priority, or named-account support team for enterprise customers
• Been the person an enterprise customer knows by name and reaches for first when they need technical help
• Deeply fluent with APIs and technical SaaS products, and can read technical documentation, error logs, and request traces with ease
• Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
• Persistent and curious — you delight in the hunt of tracking down a bug, and are energized by fixing it for every similar user going forward
• Strong user empathy and crisp, kind written communication; you can translate between a frustrated customer engineer and an internal platform team without losing either
• Comfortable operating in ambiguity, making informed decisions in never-before-seen situations, and knowing when to pull the escalation cord
• Enjoy building trust and collaborating closely with go-to-market partners (Sales, CS, Applied AI) without owning the commercial relationship yourself
• Contributed to the foundations of a support team before — the essential, often unglamorous work of writing the first runbook
• Excited about Anthropic's products and the opportunity to shape how the world's largest companies get support for them

Qualifications

• Years of experience required will correlate with the internal job level requirements for the position

Skills

• SQL proficiency for querying logs and usage data to investigate issues
• Familiarity with enterprise networking concepts, cloud infrastructure (AWS, GCP), and IT environments
• Experience working inside a customer's shared Slack or similar embedded-support model

Benefits

The annual compensation range for this role is listed below. For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role. Annual Salary $210,000—$250,000 USD

Pay

Annual Salary $210,000—$250,000 USD

Schedule

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Logistics

• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience
• Required field of study: A field relevant to the role as demonstrated through coursework, training, or professional experience
• Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Visa sponsorship

We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this. We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed. Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work.

How We're Different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact — advancing our long-term goals of steerable, trustworthy AI — rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills. The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences. Come work with us!

Guidance on Candidates' AI Usage

Learn about our policy for using AI in our application process.