Enterprise Support Engineer (West Coast)

OpenRouter

12d • $115,000 - $150,000

About The Position

OpenRouter is an AI routing and infrastructure layer that enables enterprises to access, manage, and optimize large language models across providers. The Enterprise Support Engineer serves as the technical anchor for OpenRouter’s largest and most critical customers, working across Engineering, Support, and Customer Success. The role investigates root causes, distinguishes platform latency from upstream model-provider errors, and helps developers stabilize their AI applications. It partners with Account Managers and Software Engineers to support customers’ use of OpenRouter as stable, transparent infrastructure. The position supports West Coast-based customers and must cover West Coast business hours.

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 such as OAuth and Bearer tokens, and tools such as Postman or cURL.
• Ability to read, interpret, and debug code in at least one common customer programming language, such as Python, TypeScript/Node.js, Go, or Java.
• Experience querying logging and monitoring platforms such as Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging to trace request lifecycles.
• Basic proficiency with SQL or similar query languages.
• Enthusiasm for using AI and LLMs for debugging, workflow automation, and problem-solving.
• Composure during outages and complex troubleshooting sessions, with a systematic approach to investigation and analysis.
• Interest in white-box troubleshooting and willingness to investigate root causes rather than rely on workarounds.
• Availability to support West Coast business hours.

Nice To Haves

• Familiarity with large language model mechanics, including context windows, tokens, temperature, and system prompts, and with the current model-provider landscape.
• Previous experience supporting high-throughput, low-latency systems.
• Familiarity with Zendesk or similar tools, including triggers and automations, and with Slack for internal collaboration.

Responsibilities

• Own technical resolution for inbound enterprise inquiries and incidents, handling code-level debugging before escalating to core Engineering.
• Analyze logs, stack traces, and API usage patterns to identify whether errors originate from customer implementations, OpenRouter infrastructure, or upstream providers.
• Isolate reported bugs by creating minimal reproduction scripts using TypeScript, Python, or curl before engaging Engineering.
• Assess enterprise requests by technical severity and business impact, and appropriately fast-track high-stakes issues.
• Support Account Managers in maintaining account health by providing technical data for Quarterly Business Reviews, including latency analysis, token usage optimization, and error-rate reporting.
• Provide clear, accurate, and calm stakeholder updates during service disruptions, translating technical details into actionable information for executive and developer audiences.
• Turn investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.
• Represent enterprise customer feedback by conveying recurring friction points and feature requests to Product and Engineering teams.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed