What Success Looks Like In This Role

The AI Support Engineer owns L1 enablement content, knowledge base maintenance, and runbook/documentation support for the Anthropic Claude Platform Managed Services engagement, and contributes L1.5/L2 support to help meet the Support Track's Service Levels.

Key Responsibilities

Develop and maintain L1 enablement content and knowledge base articles for Authorized Users of the Anthropic Claude platform and its supported products (Claude Code, Claude Cowork, Claude Design, Claude Agents).
Maintain and continuously update L1.5/L2 support runbooks and technical documentation as platform features, guardrails, and policies evolve.
Provide L1.5/L2 support for Incidents and Service Requests, contributing to Response/Restoration targets (SL-1 through SL-4) and Service Request Fulfillment (SL-6).
Support the weekly operational review of Incidents, changes, defects, and Service Level performance.
Assist with onboarding and rollout-wave documentation to support the Onboarding & Rollout Completion Service Level (SL-7).
Collaborate with the AI Architect(s) and Security Architect to translate platform and guardrail changes into updated support documentation and enablement content.
Support production of monthly Service Level reporting for the Support Track.
Contribute to knowledge-transfer documentation alongside the AI Architect during the Transition Period, helping close gaps left by the Outgoing Providers.

Required Qualifications

Claude Certified Architect – Foundations (CCA-F) — Anthropic's official proctored certification for designing and shipping enterprise-grade Claude applications (or committed to obtaining it within an agreed timeframe of joining).
Experience in application or platform support engineering, including tiered (L1/L1.5/L2) support models.
Strong technical writing skills — able to produce clear runbooks, knowledge base articles, and enablement content for end users and support teams.
Experience working within ITSM/ServiceNow-based ticketing and service level environments.
Comfortable working with AI/GenAI platform features and translating them into user-facing guidance.

Preferred Qualifications

Hands-on familiarity with the Anthropic Claude platform (Claude Code, Claude Cowork, Claude Design, or Claude Agents).
Experience supporting a platform transition or knowledge-transfer exercise from an outgoing provider.
ServiceNow certification or equivalent ITSM tooling experience.

You will be successful in this role if you have:

BA/BS degree and 5-8 years relevant experience OR equivalent combination of education and experience.

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Senior Claude Platform Support Engineer