Product Support Specialist

About the role

Anthropic is hiring its first Sydney‑based Product Support Specialists to help deliver safe, reliable AI to users worldwide. You will be on the front line, responding to a wide range of support cases, from simple billing questions to complex API debugging, while contributing to the growth of our support team in APAC.

Key responsibilities

• Become an expert in all Anthropic products and respond to support cases of varying complexity.
• Communicate clearly and empathetically with diverse user personas, from executives to consumer users.
• Manage on‑call duties for high‑urgency issues during APAC hours, ensuring 24/7 critical support.
• Partner with engineers and internal stakeholders to diagnose and resolve issues at both individual and scale.
• Identify gaps in technical knowledge, create resources, and drive process improvements to boost user satisfaction.

Required profile

• Experience providing technical product support in a second‑tier or escalated environment.
• Familiarity with APIs and technical SaaS products, able to understand technical documentation.
• Proven ability to thrive in fast‑paced, reactive situations while meeting CSAT and SLA targets.
• Strong user empathy, excellent written communication, and a passion for helping users learn complex features.
• Interest in contributing to the foundations of a new support team in APAC/ANZ.

Required skills

• Technical product support experience.
• Understanding of APIs and SaaS platforms.

What we offer

• Competitive compensation and optional equity donation matching.
• Generous vacation, parental leave, and flexible working hours.
• Hybrid work model with office presence at least 25% of the time.
• Opportunity to shape the first support team in the APAC region.