Role overview

Scaled Support Specialist

Requirements and responsibilities

Readable role content extracted into sections for faster review.

Troubleshooting & 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 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

Developer Communication & Advocacy

  • 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
  • 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
  • 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

Required:

  • 4+ 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 TypeScript)
  • Excellent written communication
  • Comfort with ambiguity
  • Genuine passion for AI and LLMs

Nice-to-Haves:

  • 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)

Why OpenRouter

  • 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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