Support Engineer – Enterprise AI Products

About the role

Anthropic is looking for a Support Engineer to be the dedicated technical point of contact for its most strategic enterprise customers. You will work closely with Sales, Customer Success, and Applied AI teams to deliver high‑touch, contextual support for Claude‑based solutions.

Key responsibilities

• Serve as the named technical support contact for a defined book of strategic enterprise accounts, joining recurring account cadences as the support voice.
• Own end‑to‑end technical support needs: investigate, diagnose, and resolve complex issues, and partner with Engineering and Product teams when escalation is required.
• Build deep, durable context on each customer’s architecture, integrations, and use cases to provide nuanced, non‑scripted assistance.
• Collaborate with Customer Success Managers, Account Executives, and Applied AI specialists as part of a coordinated account team.
• Capture technical feedback and product friction, routing detailed impact data to Product for prioritization.
• Manage high‑urgency incidents with extreme ownership and ensure continuous coverage across the Support team.
• Help define the Support Engineer function by creating runbooks, escalation paths, tooling, and metrics.
• Become an expert across Anthropic’s API, Claude for Enterprise, and Claude Code.

Required profile

• 5+ years of experience in technical product support, preferably in an escalated or named‑account environment for enterprise customers.
• Recognized by enterprise clients as the go‑to person for technical assistance.
• Deep fluency with APIs and SaaS products, able to read documentation, error logs, and request traces effortlessly.
• Hands‑on experience troubleshooting SSO, SAML, OAuth, and other enterprise authentication flows.
• Persistent, curious, and motivated by tracking down and fixing complex bugs.

Required skills

• APIs
• SaaS
• SSO
• SAML
• OAuth