Scaled Support Specialist

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OpenRouter

WebsiteLinkedInAll Job Openings

1 - 10 employees

Founded 2023

🤖 Artificial Intelligence

☁️ SaaS

📚 Education

Artificial Intelligence • SaaS • Education

OpenRouter is a platform providing a unified interface for interacting with various large language models (LLMs). It focuses on delivering better prices and uptime without the need for subscriptions. The platform supports multiple AI tasks and showcases models like Mistral Small 3 and DeepSeek R1 Distill Qwen 32B, which are designed for fast performance and high accuracy. OpenRouter also features gaming and coding tools that enhance usability across different sectors such as marketing, finance, and education.

📋 Description

• 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

🏖️ Benefits

• Competitive compensation, including base salary and equity.