OpenRouter

Scaled Support Specialist

OpenRouter

full-time

Posted on:

Location Type: Remote

Location: United States

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Tech Stack

JavaScriptPythonTypeScript

About the role

  • 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
  • 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
  • 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

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.
Benefits
  • Competitive compensation, including base salary and equity
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
API supporttroubleshootingscripting languagePythonJavaScriptTypeScriptcurlPostmanlog interpretationbug reproduction
Soft Skills
communicationempathyproblem-solvingindependent researchpattern recognitionadvocacyclaritycollaborationcomfort with ambiguitypassion for AI