Product Support Specialist

About the role

As a Product Support Specialist at Anthropic, you will be on the front lines of delivering safe AI solutions, providing high-touch assistance to businesses building on Claude. You will investigate complex technical issues, work closely with engineers, and help improve our support knowledge base.

Key responsibilities

• Deliver high-touch support to strategic customers, communicating clearly across executive and technical user personas.
• Act as an escalation point for complex technical problems, reproducing issues and collaborating with engineers.
• Troubleshoot SSO, SAML, and OAuth authentication flows and integration points with customer infrastructure.
• Partner with internal teams to diagnose and resolve issues both individually and at scale.
• Manage on-call duties for high-urgency incidents with extreme ownership.
• Respond to support cases ranging from simple queries to deep API debugging for large enterprises.
• Continuously expand technical knowledge of Anthropic products and document findings.
• Identify gaps in support processes, propose improvements, and create resources to reduce contact rates.

Required profile

• Several years of experience in technical support or related fields.

Required skills

• SSO authentication troubleshooting
• SAML authentication troubleshooting
• OAuth authentication troubleshooting
• API debugging
• Log and trace analysis