Enterprise Support Engineer (West Coast)

The role

You will serve as the technical anchor for large and critical customers. You will investigate root causes, debug code, and analyze logs to help developers stabilize AI applications.

What you will do

• Own technical resolution for inbound enterprise inquiries and incidents.
• Analyze logs, stack traces, and API usage patterns to identify error origins.
• Isolate reported bugs by creating minimal reproduction scripts using TypeScript, Python, or curl.
• Assess incoming enterprise requests by technical severity and business impact.
• Assist Account Managers by providing technical data for Quarterly Business Reviews.
• Provide updates to stakeholders during service disruptions.
• Convert investigations into public documentation, internal playbooks, and automated tools.
• Channel recurring friction points and feature requests back to Product and Engineering teams.

Required qualifications

• 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 customers (Python, TypeScript/Node.js, Go, Java, etc).
• Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging).
• Basic proficiency with SQL or similar query languages.
• Enthusiasm for leveraging LLMs for debugging and workflow automation.
• Ability to maintain composure during outages and complex troubleshooting sessions.
• Interest in white box troubleshooting.

Nice to have

• Familiarity with the mechanics of Large Language Models (context windows, tokens, temperature, system prompts) and the current landscape of model providers.
• Previous experience supporting high-throughput, low-latency systems.
• Familiar with Zendesk or similar tools (including triggers/automations) and Slack for internal collaboration.

About the company

OpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers. They power advanced AI teams by providing flexibility to move fast and scale confidently.