Product Support Specialist (Singapore - Weekend Coverage)

TL;DR

Product Support Specialist (Singapore - Weekend Coverage): Responding to user support cases ranging from billing issues to complex API debugging, managing on-call tasks during APAC hours, and partnering with engineers to resolve issues at scale with an accent on high-touch support for strategic customers and building team resources. Focus on operating in ambiguity, prioritizing critically, and driving process improvements to boost user satisfaction and efficiency.

Location: Singapore-based hybrid (office at least 25% of the time). Wednesday to Sunday schedule. Visa sponsorship available.

Company

Anthropic builds reliable, interpretable, and steerable AI systems to ensure AI is safe and beneficial for users and society.

What you will do

• Become an expert in all Anthropic products and respond to support cases from simple billing to complex API debugging.
• Communicate empathetically with diverse users, from executives to consumers, while context-switching rapidly.
• Manage on-call pager duty for high-urgency issues during APAC hours to ensure 24/7 critical support.
• Partner with engineers and stakeholders to diagnose, resolve issues, and build scalable solutions.
• Drive improvements in support processes and team knowledge to increase efficiency and user satisfaction.

Requirements

• Experience in technical product support, especially escalated or priority teams.
• Familiarity with APIs, technical SaaS products, and technical documentation.
• Ability to thrive in fast-paced environments while meeting CSAT, SLA, and other metrics.
• Strong user empathy, crisp written communication, persistence, and curiosity in issue resolution.
• Experience building support team foundations; proficient in technical environments.
• Bachelor’s degree or equivalent; field relevant to the role.

Culture & Benefits

• Collaborative team focused on high-impact AI research as big science.
• Competitive compensation, equity donation matching, generous vacation and parental leave.
• Flexible working hours and lovely office spaces.
• Visa sponsorship support with immigration lawyer assistance.
• Diverse perspectives encouraged; representation prioritized due to AI's social implications.