Support Engineer

Join Anthropic as a Support Engineer, where you'll be the dedicated technical support contact for our most strategic enterprise customers. You'll provide high-touch, contextual support, investigate and resolve complex technical issues, and partner closely with internal teams. This role offers comprehensive benefits, a competitive salary, and the opportunity to shape how the world's largest companies receive support for our products.

• 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.
• 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.
• Have hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
• Have been the person an enterprise customer knows by name and reaches for first when they need technical help
• Are deeply fluent with APIs and technical SaaS products, and can read technical documentation, error logs, and request traces with ease
• Are comfortable operating in ambiguity, making informed decisions in never-before-seen situations, and knowing when to pull the escalation cord
• Are excited about Anthropic's products and the opportunity to shape how the world's largest companies get support for them
• Have contributed to the foundations of a support team before — the essential, often unglamorous work of writing the first runbook
• Are 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
• Enjoy building trust and collaborating closely with go-to-market partners (Sales, CS, Applied AI) without owning the commercial relationship yourself
• Possess strong user empathy and crisp, kind written communication; you can translate between a frustrated customer engineer and an internal platform team without losing either
• Have 5+ years in technical product support, with meaningful time in an escalated, priority, or named-account support team for enterprise customers
• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
• SQL proficiency for querying logs and usage data to investigate issues
• Understanding of LLM capabilities, prompt engineering patterns, and current limitations
• 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
• Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer-platform or infrastructure company
• Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience