Enterprise Support Engineer (West Coast)

About this role

Provide technical support to OpenRouter’s enterprise customers, investigating API and infrastructure issues and helping customers stabilize their AI applications. The role bridges support, engineering, and customer success, and requires working West Coast business hours.

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

Go To Market

Stack

What you'll do

• Own technical resolution of enterprise inquiries and incidents, escalating confirmed defects to engineering.
• Analyze logs, stack traces, and API usage to identify the source of errors.
• Create minimal reproduction scripts to validate reported bugs.
• Prioritize issues according to technical severity and business impact.
• Provide technical data for customer QBRs, including latency, token usage, and error rates.
• Communicate clear updates to stakeholders during service disruptions.
• Turn investigations into documentation, troubleshooting playbooks, and automated remediation tools.
• Share recurring customer friction and feature requests with Product and Engineering.

What we're looking for

• 3–5+ years in an external-facing support role in B2B SaaS or an API-first environment.
• Strong familiarity with REST APIs, HTTP status codes, streaming, authentication, and API troubleshooting tools.
• Ability to read and debug code in at least one common programming language.
• Experience querying logging or monitoring platforms to trace request lifecycles.
• Basic proficiency with SQL or a similar query language.
• Ability to work West Coast business hours.

Nice to have

• Familiarity with LLM concepts and model providers.
• Experience supporting high-throughput, low-latency systems.
• Experience with Zendesk, including triggers or automations, and Slack.

Benefits

• Equity