Staff Software Engineer, Support Technology (AI)

Location: San Francisco, CA; New York City, NY; or Seattle, WA. Hybrid policy with staff expected to work from an office at least 25% of the time; some roles may require more office time.

Annual salary: $405,000–$485,000 USD

Company

Anthropic is a public benefit corporation building reliable, interpretable, and steerable AI systems intended to be safe and beneficial for users and society.

What you will do

• Set technical direction and build the core systems for customer support technology.
• Build agents that identify recurring customer problems, find root causes, and drive product fixes with owning teams.
• Develop tools, APIs, audited workflows, evaluations, guardrails, and human handoffs for Claude-powered support agents.
• Create scalable support platform foundations for customers and specialists, including analytics on support issues and outcomes.
• Extend support for enterprise customers, administrators, and partner-sold customers.
• Set engineering standards for reliability, observability, testing, and rollouts; mentor engineers and lead across teams.

Requirements

• Deep backend and distributed systems skills, including APIs, data models, event-driven systems, and third-party integrations.
• Experience building production software and serving as a technical lead on multi-team projects.
• Experience building systems where correctness, access control, and auditability matter.
• Clear vision for how capable models such as Claude can improve customer support and motivation to build those systems.
• Judgment about when to ship a simple fix versus investing in a platform.
• Track record of leading without formal authority and getting other teams to own and ship fixes.
• Minimum education: a bachelor’s degree or equivalent combination of education, training, and experience in a relevant field demonstrated through coursework, training, or professional experience.

Nice to have

• 8+ years building backend or platform systems in production, including 3+ years leading large-scale, complex projects or teams as an engineer or tech lead.
• Experience building and improving customer-facing products with measurable impact.
• Experience with billing, payments, or subscription systems.
• Experience shipping LLM-based or agentic systems in production.
• Experience with Intercom, Zendesk, Salesforce Service Cloud, or similar helpdesk and contact center platforms.
• Experience building internal tools or platforms for support, risk, finance, or trust and safety operations.
• Experience building data pipelines for support or operations analytics.
• Full-stack experience, including web UIs for internal tools or customer-facing flows.
• Experience with enterprise features such as SSO, admin controls, provisioning, partner integrations, or cloud marketplace integrations.
• Experience setting multi-year technical direction and growing other senior engineers.

Culture & Benefits

• Collaborative environment focused on reliable, trustworthy, and beneficial AI systems.
• Competitive compensation, flexible working hours, and a collaborative office environment.
• Generous vacation and parental leave.
• Optional equity donation matching.
• Visa sponsorship is available, although sponsorship cannot be guaranteed for every role or candidate; immigration lawyer support is provided.