Staff Software Engineer, Support Technology

About Anthropic

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

About the role

Anthropic's products are growing fast in reach and complexity. Every new model, product, and channel brings problems no one predicted. We want to catch each issue as early as possible, get customers unblocked fast, and fix the root cause. The best experience is one where a customer never has to ask for help.

We are building a Support Technology engineering team to solve what stands between a customer and Claude, whether they want to use it but can't or are unhappy with their experience. That covers individual users, businesses, and customers who reach Claude through partners.

Our goal is a better product experience for everyone who uses Claude. We make it easy for customers to get help and talk to us, through Claude itself and via human specialists with the tools to solve their problems. We also determine why they needed help and fix the cause in the product.

Billing is a good example. When a charge is confusing, a payment fails, or a plan doesn't unlock, a customer should be able to reach us and get it resolved in one conversation. Then we want to learn why it happened and change the product, whether that's the subscription flow, the payment error, or the invoice, so the next customer never has to ask.

As one of the team's early engineers, you will set the technical direction and build the core systems behind this work. We expect Claude to handle more of each case over time, from diagnosing an issue to resolving it to flagging the product fix behind it. Success means customers run into fewer problems, get them truly solved when they do, and are happy with the help they receive, whether it comes from Claude or a person.

This is a hands-on role with high leverage. You will write a lot of code and lead across teams, since many fixes belong to other product teams. You will partner with our Product Manager, the Product Support team, and product engineering teams such as Billing Platform.

Key responsibilities

• Improve the product experience at the root: Build agents that spot where customers keep getting stuck and find the root cause, then ship the fix or drive it with the owning team until customers stop running into the problem
• Make our support agents reliable first responders: Build the tools, APIs, and safe, audited workflows our Claude-powered support agents use for common fixes, with evals, guardrails, and clean handoffs to people, and measure whether customers' problems actually get solved
• Build the platform foundations: Create a reliable support platform that scales with our growth, including the experience and tools for customers and specialists, and the data that shows what customers are running into and whether our changes help
• Support enterprise and partner channels: Extend support to business customers, admins, and partner-sold customers, including cases that start outside our own products
• Raise the bar and build with Claude: Set standards for reliability, observability, testing, and rollouts, mentor engineers, and use Claude heavily in your own work

Minimum qualifications

• Deep backend and distributed systems skills, including APIs, data models, event-driven systems, and third-party integrations
• Experience building production software, including technical lead roles on multi-team projects
• Experience building systems where correctness, access control, and auditability matter
• A clear vision for how capable models like Claude can improve customer support, and motivation to build it
• Judgment about when to ship a simple fix and when to invest in a platform
• Track record of leading without formal authority and getting other teams to own and ship fixes

Preferred qualifications

• 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 building with helpdesk or contact center platforms such as Intercom, Zendesk, or Salesforce Service Cloud
• Experience building internal tools or platforms for operations teams such as support, risk, finance, or trust and safety
• 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, or provisioning, or with partner and cloud marketplace integrations
• Experience setting multi-year technical direction for an area and growing other senior engineers

The annual compensation range for this role is listed below. 

For sales roles, the range provided is the role’s On Target Earnings ("OTE") range, meaning that the range includes both the sales commissions/sales bonuses target and annual base salary for the role.

Annual Salary:

$405,000—$485,000 USD

Logistics

Minimum education: Bachelor’s degree or an equivalent combination of education, training, and/or experience

Required field of study:  A field relevant to the role as demonstrated through coursework, training, or professional experience

Minimum years of experience: Years of experience required will correlate with the internal job level requirements for the position

Location-based hybrid policy: Currently, we expect all staff to be in one of our offices at least 25% of the time. However, some roles may require more time in our offices.

Visa sponsorship:  We do sponsor visas! However, we aren't able to successfully sponsor visas for every role and every candidate. But if we make you an offer, we will make every reasonable effort to get you a visa, and we retain an immigration lawyer to help with this.

For roles performing work in California: We will consider for employment all qualified applicants, including those with arrest or conviction records or criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the San Francisco Fair Chance Ordinance, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the Los Angeles County Fair Chance Ordinance for Employers, and the California Fair Chance Act.

We encourage you to apply even if you do not believe you meet every single qualification. Not all strong candidates will meet every single qualification as listed.  Research shows that people who identify as being from underrepresented groups are more prone to experiencing imposter syndrome and doubting the strength of their candidacy, so we urge you not to exclude yourself prematurely and to submit an application if you're interested in this work. We think AI systems like the ones we're building have enormous social and ethical implications. We think this makes representation even more important, and we strive to include a range of diverse perspectives on our team.

Your safety matters to us. To protect yourself from potential scams, remember that Anthropic recruiters only contact you from @anthropic.com email addresses. In some cases, we may partner with vetted recruiting agencies who will identify themselves as working on behalf of Anthropic. Be cautious of emails from other domains. Legitimate Anthropic recruiters will never ask for money, fees, or banking information before your first day. If you're ever unsure about a communication, don't click any links-visit anthropic.com/careers directly for confirmed position openings.

How we're different

We believe that the highest-impact AI research will be big science. At Anthropic we work as a single cohesive team on just a few large-scale research efforts. And we value impact - advancing our long-term goals of steerable, trustworthy AI - rather than work on smaller and more specific puzzles. We view AI research as an empirical science, which has as much in common with physics and biology as with traditional efforts in computer science. We're an extremely collaborative group, and we host frequent research discussions to ensure that we are pursuing the highest-impact work at any given time. As such, we greatly value communication skills.

The easiest way to understand our research directions is to read our recent research. This research continues many of the directions our team worked on prior to Anthropic, including: GPT-3, Circuit-Based Interpretability, Multimodal Neurons, Scaling Laws, AI & Compute, Concrete Problems in AI Safety, and Learning from Human Preferences.

Come work with us!

Anthropic is a public benefit corporation headquartered in San Francisco. We offer competitive compensation and benefits, optional equity donation matching, generous vacation and parental leave, flexible working hours, and a lovely office space in which to collaborate with colleagues. Guidance on Candidates' AI Usage:  Learn about  our policy for using AI in our application process.