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Product Support Specialist

AnthropicTokyo, JapanProduct Management, Support, & Operations
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Salary
Not listed
Job type
Full-time
Posted
3 Mar 2026
Status
Open · checked 7d ago

About this role

Role Overview

The Product Support Specialist position at Anthropic in Tokyo, Japan, involves serving as an initial local support professional to help safely deliver AI systems globally. This role suits individuals with native-level Japanese and business-level English capabilities who excel at managing customer cases and technical issues.

Key Responsibilities

Master all Anthropic product offerings to provide informed assistance.
Handle user support cases ranging from basic billing inquiries to intricate API debugging for large enterprises in both English and Japanese.
Communicate clearly and empathetically with diverse user personas, shifting contexts easily between guiding executives and assisting consumer users.
Handle on-call duties for high-urgency user problems during APAC hours, participating in critical pager duty to maintain continuous support coverage.
Prioritize tasks effectively while adapting to a constantly shifting product landscape.
Navigate ambiguity to make informed choices during unprecedented scenarios.
Collaborate with engineers and internal teams to diagnose and resolve user issues.
Propose and implement improvements to increase user satisfaction, streamline support processes, and reduce contact rates.
Identify technical knowledge gaps within the team and build helpful resources.

Requirements

Experience delivering technical product support within an escalated, priority, or second-tier support group in both English and Japanese.
Familiarity with technical SaaS products and APIs, alongside the ability to interpret technical documentation easily.
Demonstrated capability to thrive in fast-paced, reactive environments while hitting core support metric targets such as SLA and CSAT.
Strong user empathy with deep understanding of the full support case lifecycle.
Clear and polite written communication skills paired with high attention to detail.
Passion for helping others understand complex concepts and new features.
Persistence and curiosity when tracking down and fixing software bugs.
Experience contributing to the foundational work of a support team.
Proficiency in working within a technical environment.
Deep sense of ownership and eagerness to help construct the Tokyo team.
Minimum of a Bachelor’s degree or an equivalent combination of education, training, and professional experience in a relevant field.
Native-level Japanese and business-level English proficiency.
Availability to work Monday through Friday from 10:00 AM to 6:00 PM local Tokyo time.

Skills and Tools

API troubleshooting and technical debugging
Technical SaaS product support
English and Japanese bilingual communication
Customer support ticketing and metric management (CSAT, SLA)

About the Company

Anthropic operates as a public benefit corporation focused on building reliable, interpretable, and steerable AI systems that remain safe and beneficial for society. The organization functions as a cohesive team pursuing large-scale research efforts through an empirical science approach, valuing high-impact contributions and strong communication skills.

How to Apply

To submit an application for this position, please visit the official Anthropic careers page directly.

Questions candidates ask

What language proficiencies are required for this role?

Candidates must possess native-level Japanese proficiency and business-level English proficiency to support both Japanese-speaking users and clients across APAC and ANZ.

What are the working hours for the Tokyo office position?

Specialists based in Tokyo work Monday through Friday from 10:00 AM to 6:00 PM.

Is visa sponsorship available for this position?

Yes, Anthropic sponsors visas for eligible candidates and works with an immigration lawyer to assist with the process when an offer is made.

What is the location policy for this role?

This role features a location-based hybrid policy where staff are expected to work from the office at least 25% of the time.

What educational background is required?

Candidates need a Bachelor’s degree or an equivalent combination of education, training, and professional experience in a relevant field of study.

Ready to apply?

The application is on the official Anthropic careers page.

Apply on company site