openrouter - Scaled Support Specialist
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Requirements
• 2+ years in a technical support, developer support, solutions engineering, or similar role — ideally supporting an API or developer tools product • Exceptional troubleshooting instincts • Strong API fluency • Proficiency in at least one scripting language (Python or JavaScript/TypeScript) • Excellent written communication • Comfort with ambiguity • Genuine passion for AI and LLMs. • Familiarity with the OpenAI SDK / Chat Completions API format • Experience with AI/ML frameworks like LangChain, LlamaIndex, or Hugging Face • Experience 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 workflows • Contributions to open-source projects or developer communities • Background in or exposure to ML/AI concepts beyond just using APIs (benchmarking, evals, fine-tuning)
Responsibilities
• TROUBLESHOOTING & PROBLEM SOLVING (CORE FOCUS) • Diagnose and resolve complex technical issues across OpenRouter's API, spanning multiple LLM providers (OpenAI, Anthropic, Google, DeepSeek, Meta, Mistral, and more) • Reproduce bugs in ambiguous environments — different SDKs, languages, frameworks, and auth configurations — using tools like curl, Postman, and small test apps • Read and interpret logs, headers, and request traces; identify whether the problem is client-side, OpenRouter-side, or an upstream provider issue vs. a user misconfiguration) • Turn "it doesn't work" into actionable findings: exact steps to reproduce, clear hypotheses, and verified fixes or workarounds • Proactively test new model launches and provider integrations — catching issues before users report them • Respond to developer inquiries across support channels (email, Discord, GitHub) with clarity, empathy, and technical precision • Translate complex technical root causes into human-friendly explanations — whether the developer is a seasoned ML engineer or a hobbyist building their first chatbot • Set expectations on timelines and next steps; provide proactive updates and close the loop • Identify patterns in support requests and advocate internally for documentation improvements, API design changes, or better messages • SELF-DIRECTED RESEARCH & LEARNING • Stay current with the rapidly evolving LLM ecosystem — new models, new providers, new capabilities, breaking changes • Navigate ambiguity as a default: when the standard answer fails, research independently, test creative workarounds, and unblock developers without waiting for instructions • Develop deep expertise in OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal hand-holding • BRIDGE TO PRODUCT & ENGINEERING • Spot systemic issues underneath individual tickets and push for the fix that prevents 50 more • Identify trends in support volume to capture product feedback and inform roadmap priorities • Collaborate on improving the developer experience — proposing better guardrails, default behaviors, or error surfaces based on real-world pain you observe daily
Benefits
• Work 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
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