Product Support Specialist (Singapore)

TL;DR

Product Support Specialist (Singapore) (AI/SaaS): Responding to user support cases ranging from billing issues to complex API debugging with an accent on high-touch support for strategic customers and managing on-call during APAC hours. Focus on partnering with engineers to diagnose and resolve issues at scale, building technical knowledge resources, and driving process improvements to boost user satisfaction.

Location: Singapore (hybrid policy: at least 25% time in office). Visa sponsorship available for offered roles.

Company

AI research company building reliable, interpretable, and steerable AI systems for safe and beneficial use.

What you will do

• Become an expert in all Anthropic products and respond to support cases of varying complexity.
• Communicate empathetically with diverse users, from executives to consumers.
• Manage on-call tasks for high-urgency issues during APAC hours with full ownership.
• Partner with engineers and stakeholders to diagnose and resolve issues individually and at scale.
• Drive improvements in support processes and build resources to uplevel team knowledge.

Requirements

• Location: Based in Singapore with hybrid office attendance (at least 25% time).
• Experience in technical product support, especially escalated or priority teams.
• Familiarity with APIs and technical SaaS products; ability to understand technical docs.
• Strong performance in fast-paced environments meeting metrics like CSAT and SLA.
• Excellent written communication, user empathy, persistence, and ownership.
• Bachelor’s degree or equivalent in relevant field; experience building support teams.

Nice to have

• Interest in Anthropic’s AI products and technical environments.
• Experience contributing to early-stage support teams in APAC.

Culture & Benefits

• Competitive compensation, equity donation matching, generous vacation and parental leave.
• Flexible working hours and collaborative office space.
• Focus on high-impact AI research as a cohesive team.
• Emphasis on diverse perspectives and representation in AI development.