IT Support Engineer

Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems.

We are seeking an expert IT Support Specialist who can handle the most complex technical challenges while working as a core member of our Helpdesk team. This role requires deep technical expertise to support some of the world’s leading AI researchers and engineers. You’ll tackle intricate troubleshooting scenarios daily while identifying systemic issues and implementing strategic solutions.

Expert-Level Technical Support

• Diagnose and resolve complex issues across Google Workspace, IAM, SSO, and authentication systems
• Navigate GCP IAM permissions to trace and fix access issues, understanding the full authentication chain
• Troubleshoot intricate MDM configurations and device management problems
• Support AI researchers and engineers with highly technical, often novel computing challenges
• Handle escalations that require deep understanding of system interdependencies

Systems Thinking & Impact Analysis

• Analyze downstream impacts of changes before implementation, thinking at scale
• Identify root causes in complex, multi-system failures
• Design solutions that prevent issues without creating new problems
• Evaluate and understand the security implications of support decisions across the organization

Strategic Problem Solving

• Transform recurring technical issues into systematic solutions
• Autonomously identify and implement automation for common problems
• Build self-service tools that empower users while maintaining security
• Create technical documentation that captures deep troubleshooting knowledge
• Lead projects that address fundamental infrastructure pain points
• Communicate effectively with world-class researchers about complex technical issues
• Translate between highly technical problems and practical solutions
• Partner with engineering teams to understand and support complex infrastructure
• Mentor other IT team members on advanced troubleshooting methodologies
• Maintain composure and clarity when supporting critical research workflows

• 7+ years supporting technical teams in AI/ML, cloud, or research environments
• Experience with remote dev environments
• Background in scripting (Python, Bash) for automation and tool creation
• Familiarity with containerization (Docker, Kubernetes) and CI/CD pipelines
• Experience supporting teams working with sensitive or classified data
• Understanding of compliance frameworks (SOC2, ISO 27001)

• Identity & Access Management
  :
  Deep understanding of Google Workspace admin, SAML/OIDC, GCP IAM, permission inheritance, and multi-factor authentication systems
• Device Management
  :
  Expert knowledge of MDM platforms (Jamf, Intune), device enrollment, configuration profiles, and security policies
• Infrastructure
  :
  Strong grasp of DNS, DHCP, VLANs, VPNs, and basic network troubleshooting
• Operating Systems
  :
  Advanced troubleshooting across macOS, and Linux environments
• Cloud Platforms
  :
  Proficiency with GCP services, understanding of AWS/Azure basics
• Expert-level Google Workspace administration and troubleshooting
• Advanced IAM and authentication debugging across multiple platforms
• Strong understanding of system dependencies and change management
• Excellent pattern recognition for identifying systemic issues
• Ability to remain calm and effective under pressure from high-stakes problems
• Clear communication skills for both technical and non-technical audiences

• Solves technical problems others have…