Scaled Support Specialist

OpenRouter

2d•Remote

About The Position

OpenRouter is seeking a Scaled Support Specialist to join their team. This role is for individuals who excel at both deep technical troubleshooting and clear communication. The specialist will be the primary point of contact for developers using OpenRouter's API, responsible for diagnosing complex issues across various model providers, resolving unique problems, and ensuring a positive experience for every developer. This is not a standard helpdesk position; it requires addressing complex, novel issues faced by highly capable engineers, often with incomplete information and without pre-existing solutions. The ideal candidate is passionate about API changelogs, error message quality, and helping developers succeed.

Requirements

4+ years in a technical support, developer support, solutions engineering, or similar role, preferably supporting an API or developer tools product.
Exceptional troubleshooting instincts.
Strong API fluency.
Proficiency in at least one scripting language (Python or TypeScript).
Excellent written communication skills.
Comfort with ambiguity.
Genuine passion for AI and LLMs.

Nice To Haves

Familiarity with the OpenAI SDK / Chat Completions API format.
Experience with AI/ML frameworks like LangChain, LlamaIndex, or Hugging Face.
Experience with observability tools (logging, tracing, metrics).
Experience scaling support operations (e.g., implementing AI-assisted support bots, building internal support dashboards, creating automated triage workflows).
Contributions to open-source projects or developer communities.
Background in or exposure to ML/AI concepts beyond just using APIs (benchmarking, evals, fine-tuning).

Responsibilities

Diagnose and resolve complex technical issues across OpenRouter's API, spanning multiple LLM providers.
Reproduce bugs in ambiguous environments using tools like curl, Postman, and small test apps, considering different SDKs, languages, frameworks, and authentication configurations.
Interpret logs, headers, and request traces to determine if issues are client-side, OpenRouter-side, or related to upstream providers versus user misconfiguration.
Translate vague problems like 'it doesn't work' into actionable findings, including exact reproduction steps, clear hypotheses, and verified fixes or workarounds.
Respond to developer inquiries via email, Discord, and GitHub with clarity, empathy, and technical precision.
Translate complex technical root causes into easily understandable explanations.
Set expectations regarding timelines and next steps, provide proactive updates, and ensure follow-through.
Identify patterns in support requests to advocate for improvements in documentation, API design, or messaging.
Stay updated on the rapidly evolving LLM ecosystem.
Develop in-depth expertise in OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal supervision.
Identify systemic issues underlying individual support tickets and drive solutions to prevent future occurrences.
Analyze support volume trends to gather product feedback and inform roadmap priorities.
Collaborate on enhancing the overall developer experience.