The opportunity
We are hiring Support Engineers to serve as the named, dedicated Product Support point of contact for Anthropic's most strategic enterprise customers. As a Support Engineer, you'll be providing high-touch, deeply contextual support to a defined book of accounts — embedded in…
What you'll do
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
What they're looking for
- 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
