240K–275K USD / year
Director, Customer Support
Customer successHybrid — San Francisco Bay Area, California, United States, New York, NY
Published on 2026-10-23
These details were extracted automatically from the original listing. They may not be complete or fully up to date — it's worth checking the original job post.
About this role
Build and lead OpenRouter’s technical support organization, designing it to scale through AI, automation, and strong technical systems rather than proportional headcount growth. The role combines support leadership with hands-on development of AI agents, workflows, and tools for developers and enterprise customers using AI inference infrastructure.
About the company
OpenRouter is a unified API that routes requests across large language model providers so developers can access, switch, and scale models without lock-in or complex multi-provider integrations.
The team
Global Customer Support function within Go To Market.
Stack
AI agentsAPIsSDKsLLMsPythonTypeScript
What you'll do
- Build and improve AI-driven support agents, workflows, and internal tools.
- Lead technical support operations, including incident response, escalations, global coverage, and enterprise SLAs.
- Own support metrics such as response and resolution times, customer satisfaction, automation effectiveness, and cost to serve.
- Develop a high-leverage team of Support Engineers.
- Turn recurring issues into automation, self-service resources, documentation, and product improvements.
- Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering.
What we're looking for
- 8+ years in technical support or support engineering, including 4+ years leading teams through significant growth.
- Experience leading support at a rapidly scaling AI-native company, model lab, or developer-facing AI infrastructure platform.
- Hands-on experience building or operating AI agents, automations, or technical support systems.
- Understanding of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI applications.
- Track record scaling support without proportional headcount growth.
- Technical fluency with APIs and tools such as Python or TypeScript.
- Experience owning SLAs, incident management, escalations, support metrics, and global 24/7 coverage.
Nice to have
- Experience at an LLM model lab, AI inference provider, or developer-first AI infrastructure company.
- Experience building production AI agents or agentic workflows for customer operations.
- Experience supporting high-volume API platforms with enterprise reliability requirements.
- Familiarity with AI-assisted development tools, agent frameworks, and modern support platforms.
Benefits
- Equity