Support Engineer
Serve as the named technical support contact for strategic enterprise accounts, owning end-to-end technical issue resolution and partnering with CS, Sales, and Applied AI teams. Requires 5+ years in escalated enterprise technical support, deep API/SaaS fluency, and experience with SSO/SAML/OAuth.
About the job
Responsibilities
- 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
- Build deep, durable context on each customer's architecture, integrations, and use cases so you can respond with nuance rather than from a script
- Partner closely with the Customer Success Manager, Account Executive, and Applied AI team on each account as part of a single, coordinated account team
- 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
- Manage high-urgency issues for your accounts with extreme ownership, and coordinate cleanly with the broader Product Support team for continuous coverage
- Help build the foundations of the Support Engineer function — runbooks, escalation paths, tooling, and the metrics we'll use to measure its value
- Become an expert in all Anthropic products across the API, Claude for Enterprise, and Claude Code
Requirements
- 5+ years in technical product support, with meaningful time in an escalated, priority, or named-account support team for enterprise customers
- Deep fluency with APIs and technical SaaS products, ability to read technical documentation, error logs, and request traces
- Hands-on experience troubleshooting SSO, SAML, OAuth, and enterprise authentication flows
- Strong user empathy and crisp, kind written communication
- Comfortable operating in ambiguity and making informed decisions in novel situations
- Experience contributing to support team foundations (runbooks, etc.)
- Bachelor's degree or equivalent combination of education, training, and/or experience in a relevant field
Nice-to-Haves
- SQL proficiency for querying logs and usage data
- Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
- 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 embedded-support model
- Background as a Technical Account Manager, Support Engineer, or Designated/Premier Support contact at a developer-platform or infrastructure company
Skills
APIs, SSO, SAML, OAuth, SQL, Bash, Python, JavaScript, AWS, GCP
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