OpenRouter
Enterprise Support Engineer (West Coast)
About this role
OpenRouter seeks an Enterprise Support Engineer to serve as the technical anchor for enterprise customers, diagnosing and resolving issues across customer implementations, platform infrastructure, and upstream model providers. You'll bridge Engineering, Support, and Customer Success by investigating root causes, creating reproduction scripts, and ensuring critical customers' AI applications run reliably on the OpenRouter infrastructure layer.
What you'll do
- Own technical resolution for enterprise incidents, acting as first line of defense for code-level debugging before escalating to Engineering
- Analyze logs, stack traces, and API patterns to determine whether errors originate from customer implementation, OpenRouter infrastructure, or upstream providers
- Create minimal reproduction scripts in TypeScript, Python, or curl to confirm defects and isolate issues
- Assess incoming requests by business impact and ensure high-stakes issues for critical partners are fast-tracked
- Provide technical data to Account Managers for QBRs including latency analysis, token usage optimization, and error reporting
- Convert investigations into documentation, playbooks, and automated tools while serving as the voice of enterprise customers to Product and Engineering
What they're looking for
- RESTful API design, HTTP status codes, Server-Sent Events, and authentication methods (OAuth, Bearer tokens)
- Code reading and debugging in Python, TypeScript/Node.js, Go, or Java
- Log and monitoring platform querying (Datadog, Grafana, Cloudflare, GCP Cloud Logging)
- SQL or similar query languages for data investigation
- Composure and systematic troubleshooting during outages and complex incidents
- Large Language Model mechanics (context windows, tokens, temperature, system prompts)
- Zendesk or similar support ticketing systems with automation experience
- Proactive AI tool usage for debugging and workflow automation
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OpenRouter
OpenRouter builds a platform that routes and manages high-volume requests across language models and AI inference services. The company is hiring software engineers for platform infrastructure and product development, as well as forward-deployed engineers to support customer implementation and scaling.
- Website
- openrouter.io
Likely interview questions
- Walk us through a time when you had to determine whether an API issue was caused by customer code, platform infrastructure, or a third-party provider—how did you approach the investigation?
- Describe your experience creating minimal reproduction cases for bugs. What tools and languages do you typically use?