IT Support Engineer

We're standing up a dedicated executive support function within IT, and we're hiring the IT Support Engineer who will build it. IT Support is the front door for every employee technology need at Anthropic, and this role creates its most visible lane: white-glove support for our executives, their administrative business partners (ABPs), and our board.

You'll define what that service looks like: the support model for execs, board, and ABPs, the runbooks behind it, the intake and escalation paths, and the trusted relationships with ABPs and exec staff that make it work. You'll set the bar for discretion and polish as you go. You'll also be the person our leadership reaches when technology gets in the way. The requests that land in this lane range from routine to highly sensitive, and many arrive urgent: an executive locked out minutes before a meeting, an AV issue in a room full of leadership, a board member who needs setup handled quietly and correctly the first time. You own the request end to end and pull in specialist functions or IT Engineering pods as needed.

• Stand up the executive support intake channels and run it: monitor, respond, and follow through on every request from executives, ABPs, and board members
• Define the white-glove service model for discretion-sensitive asks and deliver to it, holding confidentiality under pressure
• Design the board-meeting AV support playbook with the AV pod, and provide AV support for executive rooms and board meetings, from setup and pre-checks through live triage
• Create exec-support runbooks and SLAs that keep the service consistent as it grows
• Build trusted relationships with ABPs and executive staff, and establish clear intake paths so leadership knows exactly where to go
• Handle ABP escalations and exec-urgent issues calmly, and route into specialist lanes or IT Engineering pods when a request needs them
• Establish the board member device, account, and access setup process with our Onboarding lane
• Work the shared ticket queue with the SF Core team: walk-ups, desk-side help, hardware swaps, it-assist overflow, and AV T1 triage
• Participate in the Core on-call rotation and contribute to the knowledge base and runbooks
• Maintain a regular on-site presence in San Francisco

• 7+ years of experience in IT support and 3+ years in executive support
• Experience standing up a service or program from scratch, such as an executive support desk, a VIP support function, or a white-glove service
• Experience supporting executives, their assistants, or a board to a white-glove standard
• A track record of handling sensitive requests with discretion, and the judgment to know what stays confidential without being told
• Strong hands-on IT support fundamentals: macOS-primary fleets, identity and access, SaaS troubleshooting, hardware lifecycle
• AV fluency for executive rooms and board meetings: you can set up, verify, and fix a room under time pressure
• Composure when an urgent escalation lands, and the judgment to know when to pull in help
• High polish and low ego: you take pride in service quality and still pick up whatever the team needs, including the ordinary queue work
• A security-first mindset and excellent judgment about when user experience yields to security requirements
• Comfort with ambiguity: you can make progress before the process exists, and you enjoy shaping how things should work
• The instinct to write things down: runbooks, KB articles, and status updates that keep people informed

• Experience supporting a C-suite or board of directors at a company with significant security or compliance requirements
• AV depth beyond first response, such as broadcast, live events, or room design input
• Experience building runbooks, self-service content, or support automation
• Experience supporting AI/ML research environments or highly technical user bases