[Hiring] Enterprise Support Engineer @OpenRouter

Role Description

This role is required to support West Coast business hours.

As an Enterprise Support Engineer, you will serve as the technical anchor for our largest and most critical customers. This role exists at the intersection of Engineering, Support, and Customer Success. You will:

• Investigate root causes, distinguish between platform latency and upstream model provider errors, and help developers stabilize their AI applications.
• Partner with Account Managers and Software Engineers to ensure our customers rely on OpenRouter as a stable, transparent, and critical part of their infrastructure.
• Support West Coast based customers and cover those hours accordingly.

What You'll Do:

• Own the technical resolution for inbound enterprise inquiries and incidents.
• Act as the first line of defense for code-level debugging and the last line of defense before escalating to core Engineering.
• Analyze logs, stack traces, and API usage patterns to identify whether errors originate from the customer’s implementation, OpenRouter’s infrastructure, or upstream providers.
• Isolate reported bugs by creating minimal reproduction scripts (using TypeScript, Python, or curl) to confirm defects before engaging the engineering team.
• Assess incoming enterprise requests not just by technical severity, but by business impact.
• Assist AMs in preserving account health by providing technical data for Quarterly Business Reviews (QBRs).
• Provide clear, accurate, and calm updates to stakeholders during service disruptions.
• Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.
• Act as the voice of the enterprise customer, channeling recurring friction points and feature requests back to the Product and Engineering teams.

Qualifications

• 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 (Python, TypeScript/Node.js, Go, Java, etc).
• Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging).
• Basic proficiency with SQL or similar query languages for investigations.

Requirements

• Genuine enthusiasm about leveraging LLMs for debugging, workflow automation, and unique problem-solving.
• Ability to maintain composure during outages and complex troubleshooting sessions.
• Genuine interest in "white box" troubleshooting.

Benefits

• Opportunity to work at the intersection of Engineering, Support, and Customer Success.
• Engagement with advanced AI technologies and large language models.

Company Description

OpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers—without lock-in, capacity constraints, or unnecessary cost.

We power some of the most advanced AI teams in the world by giving them the flexibility to move fast, scale confidently, and stay future-proof as models evolve.

As enterprise adoption of AI accelerates, OpenRouter sits at the center of how organizations operationalize LLMs across research, product, and production workloads.