Technical Account Manager

LiteLLM•San Francisco, CA

22h•Onsite

About The Position

LiteLLM is the open-source AI gateway powering production AI traffic for NASA, Adobe, Netflix, Stripe, Nvidia, and many other Fortune 500s. We provide a unified API across 100+ LLM providers and act as the enterprise control plane for AI traffic. We're a YC W23 company, post-Series A, with 36K+ GitHub stars and growing fast. As we scale, our enterprise customers expect support that matches the criticality of the workloads they run on us. You will be part of the team that owns that.

Requirements

Obsessive about inbox zero and Slack zero. You physically cannot leave a thread without an owner and a next step. You feel it.
Systems-driven. You love following a set customer engagement process from start to finish.
Customer-credible. You can meet the customer where they are at, helping them with each challenge as the product expert.
Comfortable with ambiguity and speed. This is a startup. You are open to regular adjustments and change.

Nice To Haves

Background supporting developer-facing or infrastructure products
Experience with Zendesk, Linear, and Slack Connect at scale
Familiarity with LLMs, AI infrastructure, or the gateway/proxy space

Responsibilities

Work on customer technical issues, liaising with engineering to minimize any client downtime.
Own Weekly calls with customers, triage their issues and work with engineering to set clear timelines for completing them.
Engage customers on thread across Slack, email, and Zendesk.
Identify the dropped ones and pick up the stream to push customer issues to resolution.
Coordinate internally to resolve SLAs by customer tier and by issue severity.
Be metrics oriented - think regularly about the metrics to track and how to get the best outcomes.