Support Engineer

Overview

Support Engineer serving as the named, dedicated product support point of contact for strategic enterprise customers, providing high-touch technical assistance and working with internal teams to resolve complex issues.

What you'll do

• Act as the named technical support contact for defined strategic enterprise accounts.
• Own customer support needs end to end by investigating, diagnosing, and resolving complex issues.
• Build context on each customer’s architecture, integrations, and use cases to respond with nuance.
• Partner with Customer Success, Sales, and Applied AI as the technical support voice on the account team.
• Capture technical feedback and product friction and route it to Product with prioritization detail.
• Manage high-urgency issues with strong ownership and coordinate for continuous coverage.
• Help build Support Engineer function foundations such as runbooks, escalation paths, tooling, and value metrics.
• Become an expert across Anthropic API, Claude for Enterprise, and Claude Code.

What you'll need

• Have 5+ years in technical product support for enterprise customers in escalated/priority/named-account settings.
• Be the person an enterprise customer reaches for first when they need technical help.
• Be fluent with APIs and technical SaaS products, including reading technical documentation and error logs.
• Troubleshoot SSO, SAML, OAuth, and enterprise authentication flows.
• Demonstrate persistence and curiosity when tracking down bugs and fixing them for similar users.
• Provide crisp, kind written communication and translate between customer engineers and internal teams.
• Operate in ambiguity and know when to escalate.
• Operate comfortably embedded in customer shared channels (e.g., Slack).

Details

• Location policy: expect staff to be in an office at least 25% of the time (minimum).
• Visa sponsorship: sponsor visas and retain an immigration lawyer.