Product Support Specialist
Core
First Sydney-based Product Support Specialist to serve as a champion of the support brand, responding to and investigating user needs for Anthropic's AI products.
Role type
Senior IC product support specialist (technical SaaS/API)
Builds
High-touch support for strategic customers and global support operations for Anthropic's AI systems
Domain
Artificial Intelligence / Technical SaaS
Deliverable
client delivery
Required skills
Technical product support experience, API knowledge, technical documentation proficiency, user empathy, written communication, case lifecycle management, ambiguity navigation, cross-functional partnership, process improvement, team knowledge building
Preferred skills
Experience in second-tier/escalated support, fast-paced reactive environments, bug tracking, foundational team building
Technologies
APIs, SaaS platforms, Anthropic AI products
Responsibilities
Respond to user support cases ranging from billing to complex API debugging; manage on-call tasks for high-urgency issues; communicate with diverse user personas from executives to consumers; prioritize critical issues and adapt to evolving products; partner with engineers to resolve user issues; suggest and drive improvements to support processes; uplevel team technical knowledge by scoping gaps and building resources
Seniority
Senior, hands-on IC
