OpenRouter · 22 hours ago
Enterprise Support Engineer
United States
Full-time
Remote
Mid Level
3+ years expOpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers. As an Enterprise Support Engineer, you will serve as the technical anchor for our largest and most critical customers, investigating root causes and ensuring stability in AI applications.
Artificial Intelligence (AI)Information TechnologySoftware
Responsibilities
Own the technical resolution for inbound enterprise inquiries and incidents. You will 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. You will ensure high-stakes issues for critical partners are fast-tracked appropriately
Assist AMs in preserving account health by providing technical data for Quarterly Business Reviews (QBRs), such as latency analysis, token usage optimization, and error rate reporting
During service disruptions, you will provide clear, accurate, and calm updates to stakeholders, translating complex technical realities into actionable information for executive and developer audiences
Convert your investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools to reduce the cognitive load on the wider team
Act as the voice of the enterprise customer, channeling recurring friction points and feature requests back to the Product and Engineering teams to influence the roadmap
Qualification
Required
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 in use by our customers (Python, TypeScript/Node.js, Go, Java, etc)
Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles
Basic proficiency with SQL or similar query languages for investigations
Genuine enthusiasm about leveraging LLMs for debugging, workflow automation, and unique problem-solving
Ability to maintain composure during outages and complex troubleshooting sessions, prioritizing systematic investigation and analysis
Genuine interest in 'white box' troubleshooting, and comfort digging into the source of the problem rather than applying a workaround
Preferred
Familiarity with the mechanics of Large Language Models (context windows, tokens, temperature, system prompts) and the current landscape of model providers
Previous experience supporting high-throughput, low-latency systems
Familiar with Zendesk or similar tools (including triggers/automations) and Slack for internal collaboration
Company
OpenRouter
OpenRouter is a platform that connects AI applications with large language models and cloud hosting providers.
11-50 employees
Funding
Current Stage
Early StageTotal Funding
$40M2025-06-25Series A· $40M
2025-06-25Seed
Leadership Team
Alex Atallah
CEO, Co-Founder
Recent News
2025-10-25
Company data provided by crunchbase