405K–485K USD / year
Staff Software Engineer, Support Technology
BackendHybrid — San Francisco, CA, New York City, NY, Seattle, WA
Published on 2026-11-12
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About this role
Build the systems and tools that help customers resolve issues with Claude, whether through AI-powered support agents or human specialists. Set technical direction for the Support Technology team and work across product teams to identify and address the root causes of customer problems.
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.
The team
Support Technology
What you'll do
- Build agents that identify recurring customer problems and help drive fixes at their root cause
- Develop reliable, audited workflows and tools for Claude-powered support agents, with evaluations, guardrails, and human handoffs
- Build scalable support platform foundations for customers and specialists, including analytics
- Extend support to enterprise, admin, and partner channels
- Set engineering standards for reliability, observability, testing, and rollouts; mentor engineers
What we're looking for
- Deep backend and distributed systems experience, including APIs, data models, event-driven systems, and integrations
- Experience building production software and leading multi-team technical projects
- Experience building systems where correctness, access control, and auditability matter
- Ability to lead across teams and drive other teams to own and deliver fixes
- Strong judgment in balancing immediate solutions with platform investments
- Motivation and a clear vision for applying capable AI models to customer support
Nice to have
- 8+ years building backend or platform systems, including 3+ years leading complex projects or teams
- Experience building customer-facing products with measurable impact
- Billing, payments, or subscription systems experience
- Production experience with LLM-based or agentic systems
- Experience with Intercom, Zendesk, Salesforce Service Cloud, or similar platforms
- Internal tools, operations analytics, or support data pipeline experience
- Full-stack experience, including web interfaces
- Enterprise or partner integrations, such as SSO, provisioning, or cloud marketplaces
Benefits
- Flexible working hours
- Generous vacation and parental leave
- Optional equity donation matching
- Hybrid work with at least 25% office attendance expected