Staff Software Engineer, Support Technology

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.

As one of the team's early engineers, you will set the technical direction and build the core systems behind this work. 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