# Product Support Specialist

**Company:** [Anthropic](https://hotfix.jobs/companies/anthropic)
**Location:** Tokyo, Japan
**Role:** Support Engineering
**Skills:** APIs, SaaS, Api Debugging, Technical Documentation, Csat, Sla, Pagerduty, Technical Support, Bug Investigation, Customer Support
**Posted:** 2026-08-03

> 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.

## Job Description

## 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.

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