Technical Support Engineer -Must have -B.Sc. Computer Science Degree

Trilyon, Inc. is seeking a Technical Support Engineer to provide support for technical products, including API debugging. The role involves working in a fast-paced environment, meeting support metrics, and ensuring customer satisfaction through effective communication and problem-solving.

Responsibilities:

• Have experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team
• Are familiar with APIs and technical SaaS products and can deeply understand technical docs with ease
• Have demonstrated an ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
• 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
• Experience troubleshooting SSO, SAML, and OAuth authentication flows
• Are persistent and curious; you delight in the hunt of tracking down a bug or issue, and are energized by fixing this for all similar users going forward
• Have experience contributing to the foundations of a support team – this is essential, highly valuable, but often unglamorous work
• Are proficient at working in a technical environment and are interested in Anthropic’s products
• Possess a deep sense of ownership, and are excited to help us build our team!

Requirements:

• B.Sc. Computer Science Degree
• Experience in technical product support, including API debugging, preferably in a second tier, escalated, or priority support team
• Familiarity with APIs and technical SaaS products and can deeply understand technical docs with ease
• Demonstrated ability to thrive in fast-paced, reactive situations while meeting core support metrics targets (e.g. CSAT, SLA, etc.)
• Strong user empathy and expertise in the lifecycle of a support case
• Crisp but kind written communication skills and a deep care for the details
• Experience troubleshooting SSO, SAML, and OAuth authentication flows
• Persistent and curious; delight in the hunt of tracking down a bug or issue
• Experience contributing to the foundations of a support team
• Proficient at working in a technical environment and interested in Anthropic's products
• Deep sense of ownership and excitement to help build the team
• Comfort with command line interfaces and basic scripting (Bash, Python, JavaScript)
• Understanding of LLM capabilities, practical applications, and current limitations
• Familiarity with enterprise networking concepts and IT infrastructure
• Familiarity with Git workflows and version control concepts
• SQL proficiency for querying logs and investigating issues
• Experience supporting government or public sector customers, including familiarity with compliance requirements and security frameworks
• Background in team lead roles or managing contract/vendor support teams