The opportunity
As a Product Support Specialist, you’ll be at the front lines of safely delivering AI to the world, providing high-touch support to the businesses building on Claude. You’ll take the cases that need more than a help article: understanding how a customer has built on our platform…
What you'll do
Provide high-touch support to our most strategic customers, communicating: clearly and empathetically with a wide range of user personas, context-switching between guiding an executive through an incident and providing critical product knowledge to an admin in need of help within the same hour
Serve as an escalation point for our most complex technical issues: reproducing customer issues, utilizing logs and traces, and providing solutions alongside engineers
Troubleshoot SSO, SAML, and OAuth authentication flows, and the integration: surface where our products meet a customer’s infrastructure
Partner with engineers, teammates, and other internal stakeholders to: diagnose and resolve user issues, both individually and at scale
Manage on-call tasks for high-urgency user issues with extreme ownership
Respond to user support cases with a variety of complexity, from questions: from individuals to complex API debugging for large businesses
What they're looking for
- Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
- SQL proficiency for querying logs and investigating issues
- Understanding of LLM capabilities, practical applications, and current limitations
- Familiarity with enterprise networking concepts and IT infrastructure
- Familiarity with Git workflows and version control concepts
- Experience supporting government or public sector customers, including: compliance requirements and security frameworks
- Background in team lead roles or managing contract/vendor support teams
