As an Enterprise Support Engineer at OpenRouter, you will serve as the technical anchor for our largest and most critical customers. This role exists at the intersection of Engineering, Support, and Customer Success. You will investigate root causes, distinguish between platform latency and upstream model provider errors, and help developers stabilize their AI applications. You will partner with Account Managers and Software Engineers to ensure our customers rely on OpenRouter as a stable, transparent, and critical part of their infrastructure.
Your responsibilities will include:
- Owning the technical resolution for inbound enterprise inquiries and incidents.
- Analyzing logs, stack traces, and API usage patterns to identify whether errors originate from the customer's implementation, OpenRouter's infrastructure, or upstream providers.
- Isolating reported bugs by creating minimal reproduction scripts to confirm defects before engaging the engineering team.
- Assessing incoming enterprise requests not just by technical severity, but by business impact.
- Assisting Account Managers in preserving account health by providing technical data for Quarterly Business Reviews (QBRs).
- Providing clear, accurate, and calm updates to stakeholders during service disruptions.
- Converting your investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.
- Acting as the voice of the enterprise customer, channeling recurring friction points and feature requests back to the Product and Engineering teams.
You will bring:
- 3–5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment.
- Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, authentication methods (OAuth, Bearer tokens), and tools like Postman or cURL.
- Ability to read, interpret, and debug code in at least one common programming language in use by our customers (Python, TypeScript/Node.js, Go, Java, etc).
- Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles.
- Basic proficiency with SQL or similar query languages for investigations.
You will actively use AI, going beyond simple support. You are genuinely enthusiastic about leveraging LLMs for debugging, workflow automation, and unique problem-solving, seeing AI as a utility to eliminate drudgery.
You maintain composure during outages and complex troubleshooting sessions, prioritizing systematic investigation and analysis.
You have a genuine interest in 'white box' troubleshooting, and you are comfortable digging into the source of the problem rather than applying a workaround.
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