Scaled Support Specialist

About this role

Provide technical support to developers integrating with OpenRouter’s API. Troubleshoot complex issues across multiple LLM providers, communicate findings clearly, and surface recurring problems to product and engineering.

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

• Diagnose and reproduce API issues across providers, SDKs, languages, and frameworks.
• Analyze logs, headers, and request traces to identify root causes and verify fixes or workarounds.
• Respond to developer inquiries via email, Discord, and GitHub with clear, empathetic communication.
• Keep developers updated on next steps and resolve issues through to completion.
• Identify support trends and advocate for documentation, API, and developer-experience improvements.
• Build expertise in routing, fallback behavior, rate limits, streaming, and billing.

What we're looking for

• 4+ years in technical support, developer support, solutions engineering, or a similar role.
• Strong troubleshooting instincts and API fluency.
• Proficiency in Python or TypeScript.
• Excellent written communication and comfort working with ambiguity.
• Genuine interest in AI and LLMs.

Nice to have

• Experience with AI/ML frameworks such as LangChain, LlamaIndex, or Hugging Face.
• Experience with observability tools, including logging, tracing, or metrics.
• Experience scaling support with AI-assisted tools, dashboards, or automated triage.
• Open-source contributions or participation in developer communities.
• Knowledge of ML/AI concepts such as benchmarking, evaluations, or fine-tuning.

Benefits

• Equity