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OpenRouter is the unified interface for AI inference, providing developers and organizations access to hundreds of models through a single API. The platform helps teams choose, route, evaluate, and scale model usage across providers, making it easier to build production AI applications.
You will lead OpenRouter's global support function and build the next generation of technical support—a builder role focused on creating an AI-native support organization rather than scaling through headcount. The goal is to use intelligent systems, AI agents, and exceptional technical talent to deliver world-class support to developers and enterprises at scale.
Key responsibilities include:
- Building an AI-native support organization centered on automation and technical excellence
- Engineering and orchestrating AI agents, workflows, and internal tools to increase support capacity and efficiency
- Owning the developer experience for technical support across developers, startups, and enterprise customers
- Leading technical support operations including performance, incident response, escalations, global coverage, and enterprise SLAs
- Defining and improving key metrics: response times, resolution times, customer satisfaction, automation effectiveness, and cost to serve
- Leading and developing a small team of Support Engineers who can debug technical problems and improve the systems solving them
- Converting recurring customer issues into better automation, self-service capabilities, documentation, and product improvements
- Partnering cross-functionally with Engineering, Product, Customer Success, and Forward Deployed Engineering
You'll be hands-on with AI, automation, and developer tooling. Success is measured by customer outcomes and the leverage your organization creates, not team size.
In your first 30 days, you'll understand customers, operations, technical challenges, and existing AI-powered systems. By 60 days, you'll ship meaningful improvements to support systems and automation. By 90 days, you'll have a clear operating model for scaling support without proportional headcount growth.
REQUIREMENTS:
- 8+ years in technical support or support engineering, including 4+ years leading teams through significant growth
- Experience managing and scaling Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform serving developers
- Proven builder DNA: personally built, implemented, or operated AI agents, automations, and technical systems that improve support operations
- Developer-first mindset with understanding of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI application challenges
- Demonstrated ability to support significant growth in customers, usage, or ticket volume without proportional headcount increases
- Technical fluency: comfortable working with Engineering, investigating complex technical issues, using APIs, and hands-on with Python, TypeScript, or similar tools
- Operational rigor with experience owning support SLAs, incident management, escalations, and customer experience metrics in high-growth environments
- Experience building global, 24/7 technical support coverage
- High ownership mentality: move quickly, thrive in ambiguity, measure success through customer outcomes
NICE TO HAVE:
- Experience at a leading LLM model lab, AI inference provider, or developer-first AI infrastructure company
- Experience building and maintaining production AI agents or agentic workflows for customer-facing operations
- Experience supporting high-volume API platforms with demanding enterprise reliability requirements
- Familiarity with AI-assisted development tools, agent frameworks, and modern support platforms
