Anthropic03.03.2026
Product Support Specialist
Tokyo
Обязанности
- 01Become an expert in all Anthropic products
- 02Respond to user support cases, in English and Japanese, with a variety of complexity, from simple billing or account questions for individuals to complex API debugging for large businesses
- 03Clearly and empathetically communicate with a wide range of user personas, context-switching between guiding executives in a high-touch model to assisting consumer users in a rapid pace
- 04Manage on-call tasks for high-urgency user issues with extreme ownership
- 05Prioritize critically and comfortably adapt to an ever-evolving product landscape
- 06Operate in ambiguity, making informed decisions even in never-before-seen situations
- 07Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
- 08Suggest and drive improvements to increase user satisfaction through support processes as well as own initiatives that increase efficiency and drive down contact rates
- 09Uplevel our team's technical knowledge by scoping gaps, working with cross-functional partners to deeply understand relevant nuances, and building resources that grow with our products
Требования
- 01Native-level Japanese and business-level English proficiency
- 02Experience in providing technical product support in both English and Japanese within a second tier, escalated, or priority support team
- 03Familiarity with APIs and technical SaaS products and ability to deeply understand technical docs with ease
- 04Ability to thrive in fast-paced, reactive situations while meeting core support metrics targets
- 05Strong user empathy and expertise in the lifecycle of a support case
- 06Crisp but kind written communication skills and deep care for details
- 07Persistence and curiosity in tracking down bugs or issues
- 08Experience contributing to the foundations of a support team
- 09Proficiency at working in a technical environment and interest in Anthropic's products
- 10Deep sense of ownership
- 11Bachelor's degree or equivalent combination of education, training, and/or experience
Условия
- 01Tokyo-based position
- 02Work hours: 10am - 6pm, Monday to Friday
- 03Hybrid policy: at least 25% time in office
- 04Visa sponsorship available
- 05On-call pager duty during APAC hours for 24/7 Support for Critical Queries