Product Support Specialist

<div class="content-intro"><h2><strong>About Anthropic</strong></h2> <p>Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.</p></div><h2>About the role</h2> <p>As a Product Support Specialist, you’ll be at the front lines of safely delivering AI to the world by responding to, investigating, and tracking user needs in your day to day. Additionally, you’ll help us identify – and close – gaps in our team’s technical knowledge, provide high-touch support to strategic customers, and demonstrate deep care for how we systematically support customers at scale.&nbsp;</p> <h2 class="p1"><strong>Responsibilities</strong></h2> <ul class="ul1"> <li class="li1">Become an expert in all Anthropic products</li> <li class="li1">Respond to user support cases with a variety of complexity, from questions for individuals to complex API debugging for large businesses&nbsp;</li> <li class="li1">Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace</li> <li class="li1">Manage on-call tasks for high-urgency user issues with extreme ownership</li> <li class="li1">Prioritize critically and comfortably adapt to an ever-evolving product landscape</li> <li class="li1">Operate in ambiguity, making informed decisions even in never-before-seen situations</li> <li class="li1">Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale</li> <li class="li1">Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates</li> <li cla