Scaled Support Specialist position at OpenRouter.| United States Of America

OpenRouter Scaled Support Specialist

Experience: 4-years

Pattern: Remote

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Remote (US)....United States Of America

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About OpenRouterOpenRouter is the unified interface for large language models. We route billions of tokens every month, helping developers build AI applications without worrying about provider lock-in, downtime, or complex integrations. We're a small, focused team backed by top-tier investors.About the RoleWe're looking for a Scaled Support Specialist who lives at the intersection of deep technical troubleshooting and exceptional human communication. You'll be the front line for developers integrating with OpenRouter's API — diagnosing complex issues across dozens of model providers, untangling new edge cases, and making sure every developer who reaches out feels like they have a partner, not a ticket number.This is not a scripted helpdesk role. Our users are highly capable engineers building the next generation of AI applications, which means the problems they bring to us are complex, nuanced, and frequently novel. You'll encounter issues daily where there is no runbook. You'll need to figure it out, often with incomplete information, and usually before anyone else on the team has seen it either.If you're the kind of person who reads API changelogs for fun, has strong opinions about error message quality, and gets genuine satisfaction from turning a frustrated developer into a happy one — keep reading.Key ResponsibilitiesTroubleshooting & Problem Solving (Core Focus)Diagnose and resolve complex technical issues across OpenRouter's API, spanning multiple LLM providers Reproduce bugs in ambiguous environments — different SDKs, languages, frameworks, and auth configurations — using tools like curl, Postman, and small test appsRead and interpret logs, headers, and request traces; identify whether the problem is client-side, OpenRouter-side, or an upstream provider issue vs. a user misconfigurationTurn "it doesn't work" into actionable findings: exact steps to reproduce, clear hypotheses, and verified fixes or workaroundsDeveloper Communication & AdvocacyRespond to developer inquiries across support channels (email, Discord, GitHub) with clarity, empathy, and technical precisionTranslate complex technical root causes into human-friendly explanations Set expectations on timelines and next steps; provide proactive updates and close the loopIdentify patterns in support requests and advocate internally for documentation improvements, API design changes, or better messagesSelf-Directed Research & LearningStay current with the rapidly evolving LLM ecosystem Develop deep expertise in OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal hand-holdingBridge to Product & EngineeringSpot systemic issues underneath individual tickets and push for the fix that prevents 50 moreIdentify trends in support volume to capture product feedback and inform roadmap prioritiesCollaborate on improving the developer experience About YouRequired:4+ years in a technical support, developer support, solutions engineering, or similar role — ideally supporting an API or developer tools productExceptional troubleshooting instinctsStrong API fluencyProficiency in at least one scripting language (Python or TypeScript) Excellent written communicationComfort with ambiguityGenuine passion for AI and LLMsNice-to-Haves:Familiarity with the OpenAI SDK / Chat Completions API formatExperience with AI/ML frameworks like LangChain, LlamaIndex, or Hugging FaceExperience with observability tools (logging, tracing, metrics)Experience scaling support operations — e.g., implementing AI-assisted support bots, building internal support dashboards, or creating automated triage workflowsContributions to open-source projects or developer communitiesBackground in or exposure to ML/AI concepts beyond just using APIs (benchmarking, evals, fine-tuning)Why OpenRouterWork at the center of the AI infrastructure stack as enterprises define how they adopt LLMs.High ownership and autonomy to define how developer education and community scale.Opportunity to shape a foundational function at a fast-growing company.Fully remote team with a culture of autonomy and trust.Competitive compensation, including base salary and equity.

Scaled Support Specialist job opportunity at OpenRouter.

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