Product Support Specialist (AI)

Location: Tokyo, Japan; hybrid work with staff expected to be in an office at least 25% of the time. Working hours are 10:00–18:00, Monday to Friday, with APAC pager duty for critical queries.

Company

Anthropic develops reliable, interpretable, and steerable AI systems designed to be safe and beneficial for users and society.

What you will do

• Become an expert in Anthropic’s products and respond to support cases in English and Japanese.
• Resolve issues ranging from billing and account questions to complex API debugging for large businesses.
• Provide empathetic, high-touch support to executives, strategic customers, and consumer users.
• Handle urgent user issues and participate in APAC pager duty to support critical queries around the clock.
• Partner with engineers and internal stakeholders to diagnose issues and drive scalable resolutions.
• Improve support processes, increase user satisfaction, reduce contact rates, and create technical resources for the team.

Requirements

• Native-level Japanese and business-level English are required to support Japanese-speaking customers and APAC/ANZ users.
• Experience providing technical product support in second-tier, escalated, or priority support environments.
• Familiarity with APIs, technical SaaS products, and technical documentation.
• Ability to work effectively in fast-paced, reactive situations while meeting support metrics such as CSAT and SLA targets.
• Strong written communication, user empathy, curiosity, ownership, and technical problem-solving skills.
• Bachelor’s degree or equivalent education, training, or professional experience.

Culture & Benefits

• Collaborative environment focused on high-impact AI research and trustworthy AI systems.
• Competitive compensation and benefits with optional equity donation matching.
• Generous vacation and parental leave.
• Flexible working hours and an office environment designed for collaboration.
• Visa sponsorship is available, with immigration-lawyer support, although sponsorship cannot be guaranteed for every candidate or role.