Product Support Specialist

Overview

As a Product Support Specialist, you provide high-touch technical support for businesses building on Claude, handling complex cases that go beyond help articles.

What you’ll do

• Provide clear, empathetic support to strategic customers through complex incidents.
• Serve as an escalation point by reproducing issues and using logs/traces to diagnose problems.
• Troubleshoot SSO, SAML, and OAuth authentication flows and related integration surfaces.
• Partner with engineers and internal teams to resolve user issues both individually and at scale.
• Manage on-call tasks for high-urgency user issues with strong ownership.
• Identify gaps in team technical knowledge and turn learnings into documentation, tooling, and product feedback.

What you’ll need

• Several years of technical product support experience at a high-growth tech company, including hands-on API debugging.
• Experience supporting enterprise or strategic accounts, including exec-level communication and escalation management.
• Fluency with APIs and technical SaaS products, including reasoning from technical clues.
• Experience troubleshooting SSO, SAML, and OAuth authentication flows.
• Ability to thrive in fast-paced, reactive situations while meeting support metrics (CSAT, SLA, and the like).
• Crisp but kind written communication and strong attention to detail.

Details

• Annual compensation range: $131,040 to $210,000 USD.
• Hybrid policy: staff expected to be in one of the company offices at least 25% of the time.
• Visa sponsorship is available (not guaranteed for every role/candidate).