Staff Software Engineer, Support Technology
Anthropic · San Francisco, CA | New York City, NY | Seattle, WA
About this role
## About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems—safe and beneficial for users and society. ## About the role Anthropic’s products are growing quickly in reach and complexity. This role builds the Support Technology engineering systems that help ensure customers get unblocked fast and issues are resolved at the root. You’ll help create a better product experience across individual users, businesses, and partner-sold customers—covering cases where customers can’t use Claude, are unhappy with their experience, or need help that starts outside Anthropic’s own products. As an early engineer on the team, you’ll set technical direction and build core systems that: - Diagnose issues, resolve them, and flag product fixes behind them - Improve reliability and handoffs between Claude-powered support agents and human specialists - Scale support operations with the right tools, APIs, workflows, and analytics ## Key responsibilities - **Improve the product experience at the root:** Build agents that identify where customers get stuck, find root causes, and ship fixes (or drive them with owning teams). - **Make support agents reliable first responders:** Build tools/APIs and safe, audited workflows for common fixes, including evals, guardrails, and clean handoffs to people. - **Build platform foundations:** Create a support platform that scales, including customer/specialist experiences and data to measure impact. - **Support enterprise and partner channels:** Extend support to business customers, admins, and partner-sold customers (including cases that start outside Anthropic products). - **Raise the bar with Claude:** Set standards for reliability, observability, testing, and rollouts; mentor engineers; use Claude heavily in your work. ## Minimum qualifications - Deep backend and distributed systems skills (APIs, data models, event-driven systems, 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 - Clear vision for how capable models like Claude can improve customer support - Judgment on when to ship a simple fix vs. 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/platform systems in production (including 3+ years leading large-scale, complex projects/teams) - Experience with customer-facing products with measurable impact - Experience with billing, payments, or subscription systems - Experience shipping LLM-based or agentic systems in production - Experience with helpdesk/contact center platforms (e.g., Intercom, Zendesk, Salesforce Service Cloud) - Experience building internal tools/platforms for operations teams - Experience building data pipelines for support/ops analytics - Full-stack experience (web UIs for internal tools or customer-facing flows) - Experience with enterprise features (SSO, admin controls, provisioning) and/or partner/cloud marketplace integrations - Experience setting multi-year technical direction and growing other senior engineers ## Compensation - **Annual Salary:** **$405,000 — $485,000 USD** ## Logistics - **Minimum education:** Bachelor’s degree or equivalent combination of education/training/experience - **Required field of study:** Relevant to the role (via coursework, train
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