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Product Support Specialist
Customer successHybrid — Sydney, Australia
Published on 2026-10-21
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Provide technical product support for Anthropic users, ranging from individual account questions to complex API debugging for business customers. Help establish the company’s support presence in APAC by resolving urgent issues, improving support processes, and building technical knowledge resources.
About the company
Anthropic builds reliable and interpretable AI systems, including the Claude family of models, for businesses and developers. The company focuses on AI safety research and practical AI assistants for enterprise and consumer use.
What you'll do
- Resolve support cases across billing, accounts, and API troubleshooting
- Provide empathetic, clear support to consumer users and strategic customers
- Handle urgent on-call issues during APAC hours
- Partner with engineers and internal stakeholders to diagnose and resolve issues
- Improve support processes, user satisfaction, and operational efficiency
- Identify technical knowledge gaps and create resources for the support team
What we're looking for
- Experience in second-tier, escalated, or priority technical product support
- Familiarity with APIs and technical SaaS products
- Ability to meet support metrics such as CSAT and SLA in fast-paced situations
- Strong written communication, user empathy, and case ownership
- Experience helping establish or improve support team foundations
- Technical proficiency and interest in Anthropic’s products
Benefits
- Flexible working hours
- Generous vacation and parental leave
- Optional equity donation matching
- Collaborative office space