Scaled Support Specialist

We're looking for a Scaled Support Specialist who lives at the intersection of deep technical troubleshooting and exceptional human communication. You'll be the front line for developers integrating with OpenRouter's API — diagnosing complex issues across dozens of model providers, untangling new edge cases, and making sure every developer who reaches out feels like they have a partner, not a ticket number. This is not a scripted helpdesk role. Our users are highly capable engineers building the next generation of AI applications, which means the problems they bring to us are complex, nuanced, and frequently novel. You'll encounter issues daily where there is no runbook. You'll need to figure it out, often with incomplete information, and usually before anyone else on the team has seen it either.

Responsibilities

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; 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; 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; 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

Requirements

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 have

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)