Support Engineer

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