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. 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.