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