Trilyon, Inc.Remote
AI Product Support /Technical Support Engineer
United States
Full-time
3 weeks ago
H1B Sponsor
Key skills
Product Support ExperienceUser EmpathyWritten CommunicationTechnical ProficiencyProblem SolvingCuriosityAdaptabilityCollaborationAICommunication
About this role
Trilyon, Inc. is hiring a Product Support Specialist to enhance user experience with their AI products. In this role, you will respond to and investigate user needs while collaborating with engineers to resolve issues effectively.
Responsibilities:
- Become an expert in all Anthropic products
- Respond to user support cases in a high volume environment
- Clearly and empathetically communicate with a wide range of user personas
- Prioritize critically and comfortably adapt to an ever-evolving product landscape
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
- Provide suggestions for improving user satisfaction through support processes, as well as to increase efficiency and drive down contact rates
Requirements:
- Become an expert in all Anthropic products
- Respond to user support cases in a high volume environment
- Clearly and empathetically communicate with a wide range of user personas
- Prioritize critically and comfortably adapt to an ever-evolving product landscape
- Partner with engineers, teammates, and other internal stakeholders to diagnose and resolve user issues, both individually and at scale
- Provide suggestions for improving user satisfaction through support processes, as well as to increase efficiency and drive down contact rates
- Have 2+ years of experience with high volume product support, preferably in a second tier or escalated support team
- Have demonstrated an ability to thrive in fast-paced, reactive situations
- Possess strong user empathy and are expert in the lifecycle of a support case; you can read between the lines of a user's question, put yourself in their shoes, and get at the heart of their needs for a speedy, satisfying resolution
- Have crisp but kind written communication skills and a deep care for the details
- Enjoy helping others learn about new features and complex concepts
- Are persistent and curious; you enjoy tracking down bugs or issues and are energized by fixing issues at scale for all similar users
- Have experience contributing to the foundations of a support team — essential, highly valuable, and often unglamorous work
- Are proficient in a technical environment and are interested in Anthropic's products