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OpenRouter is an AI routing and infrastructure platform that enables enterprises to access, manage, and optimize large language models across multiple providers without vendor lock-in or unnecessary costs. The company powers advanced AI teams by providing flexibility, scalability, and future-proofing as the LLM landscape evolves.
As an Enterprise Support Engineer, you will be the technical anchor for OpenRouter's largest and most critical customers, operating at the intersection of Engineering, Support, and Customer Success. You will investigate root causes of issues, distinguish between platform latency and upstream model provider errors, and help developers stabilize their AI applications. This role requires West Coast business hours coverage to support the company's West Coast customer base.
Key responsibilities include:
- Owning technical resolution for inbound enterprise inquiries and incidents, serving as the first line of defense for code-level debugging and last line before escalating to core Engineering
- Analyzing logs, stack traces, and API usage patterns to identify whether errors originate from customer implementation, OpenRouter infrastructure, or upstream providers
- Isolating reported bugs by creating minimal reproduction scripts in TypeScript, Python, or curl to confirm defects before engaging the engineering team
- Assessing incoming enterprise requests by both technical severity and business impact, fast-tracking high-stakes issues for critical partners
- Assisting Account Managers by providing technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error rate reporting
- Providing clear, accurate, and calm updates to stakeholders during service disruptions, translating complex technical realities for executive and developer audiences
- Converting investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools
- Acting as the voice of enterprise customers, channeling recurring friction points and feature requests to Product and Engineering teams
REQUIREMENTS:
- 3–5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment
- Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, authentication methods (OAuth, Bearer tokens), and tools like Postman or cURL
- Ability to read, interpret, and debug code in at least one common programming language used by customers (Python, TypeScript/Node.js, Go, Java, etc.)
- Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, GCP Cloud Logging) to trace request lifecycles
- Basic proficiency with SQL or similar query languages for investigations
- Active use of AI tools, with genuine enthusiasm for leveraging LLMs for debugging, workflow automation, and problem-solving
- Composure during outages and complex troubleshooting sessions, prioritizing systematic investigation and analysis
- Genuine interest in "white box" troubleshooting and comfort digging into root causes rather than applying workarounds
BONUS:
- Familiarity with LLM mechanics (context windows, tokens, temperature, system prompts) and current model provider landscape
- Previous experience supporting high-throughput, low-latency systems
- Familiarity with Zendesk or similar tools (including triggers/automations) and Slack for internal collaboration
