Senior Claude Platform Support Engineer

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.
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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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