Product Support Specialist
Provides bilingual Japanese- and English-language technical support for Anthropic products, including API debugging, escalated customer issues, and critical APAC coverage. The specialist will also improve support processes, documentation, and team technical knowledge.
About the job
Responsibilities
- Become an expert in all Anthropic products.
- Respond to user support cases in English and Japanese, ranging from billing or account questions to complex API debugging for large businesses.
- Communicate clearly and empathetically with executives, strategic customers, and consumer users.
- Manage on-call tasks for high-urgency issues, including APAC pager duty for critical queries.
- Prioritize effectively and adapt to an evolving product landscape.
- Partner with engineers and internal stakeholders to diagnose and resolve user issues individually and at scale.
- Improve support processes, increase user satisfaction, and drive down contact rates.
- Identify technical knowledge gaps and build resources to improve team expertise.
Requirements
- Native-level Japanese and business-level English proficiency.
- Experience providing technical product support in English and Japanese within a second-tier, escalated, or priority support team.
- Familiarity with APIs, technical SaaS products, and technical documentation.
- Ability to work effectively in fast-paced, reactive situations while meeting support metrics such as CSAT and SLA targets.
- Strong user empathy and expertise across the support-case lifecycle.
- Excellent written communication skills and attention to detail.
- Curiosity, persistence, and an ability to investigate bugs and issues.
- Experience contributing to the foundations of a support team.
- Proficiency working in a technical environment and interest in Anthropic products.
- Strong sense of ownership.
- Bachelor's degree or equivalent combination of education, training, and experience.
Compensation and Benefits
- Competitive compensation and benefits.
- Optional equity donation matching.
- Generous vacation and parental leave.
- Flexible working hours.
- Hybrid policy requiring staff to work from an office at least 25% of the time; some roles may require more office time.
- Visa sponsorship may be available.
- Tokyo-based specialists work Monday through Friday, 10:00 a.m. to 6:00 p.m.
Skills
APIs, SaaS, Api Debugging, Technical Documentation, Csat, Sla, Pagerduty, Technical Support, Bug Investigation, Customer Support
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