What are the responsibilities and job description for the IT Support Engineer position at Anthropic?
About the role:
We are seeking an experienced, highly adaptable IT Support Specialist to join our rapidly scaling IT team at Anthropic. As a company at the forefront of transformative technology, we need someone who can thrive in our unique, fast-paced environment, supporting cutting-edge tools and systems. This role requires an independent problem-solver who can thrive in a fast-paced environment, handling high-volume support requests while maintaining exceptional service quality. The ideal candidate will contribute to building scalable support processes and mentor junior team members.
Responsibilities:
High-Volume Support Management
- Efficiently handle complex IT support issues in a high-velocity environment
- Triage and prioritize multiple competing requests effectively
- Identify and implement process improvements to enhance support efficiency
- Contribute to knowledge base development and documentation
- Mentor junior team members on best practices and technical skills
Technical Support & Problem Solving
- Resolve complex technical issues across various platforms and applications
- Handle escalations and independently drive issues to resolution
- Develop and maintain technical documentation
- Identify trends in support requests to drive systemic improvements
- Collaborate with IT Systems Engineering on complex problem resolution
Process Improvement & Automation
- Identify opportunities for automation and process enhancement
- Contribute to the development of support scripts and tools
- Help design and implement scalable support workflows
- Maintain and improve IT knowledge base and self-service resources
You may be a good fit if you:
- 5 years of IT support experience in fast-paced environments
- Demonstrated ability to handle high-stress situations and ambiguous problems
- Strong documentation and knowledge-sharing abilities
- Experience mentoring junior team members
- Excellent written and verbal communication skills
- Track record of driving process improvements
Strong candidates may also have experience with:
- Have experience with cloud platforms like AWS, GCP, or Azure
- Have supported business continuity planning or data loss prevention
- Have experience building custom automation between various tools
- Exceptional problem-solving and troubleshooting abilities
- Strong prioritization and time management skills
- Ability to work independently while supporting team goals
- Experience with ticketing systems and support metrics
- Proven track record of thriving in high-pressure environments
Deadline to apply: None. Applications will be reviewed on a rolling basis.
