Scaled Support Specialist

The role

You will diagnose and resolve complex technical issues across OpenRouter's API. You will communicate with developers via email, Discord, and GitHub to provide technical explanations and advocate for product improvements.

What you will do

• Diagnose and resolve complex technical issues across OpenRouter's API
• Reproduce bugs in ambiguous environments using tools like curl, Postman, and small test apps
• Read and interpret logs, headers, and request traces
• Respond to developer inquiries across support channels
• Translate complex technical root causes into human-friendly explanations
• Identify patterns in support requests to advocate for documentation or API changes
• Stay current with the evolving LLM ecosystem
• Develop expertise in routing logic, fallback behavior, rate limiting, streaming, and billing systems
• Identify trends in support volume to inform roadmap priorities
• Collaborate on improving the developer experience

Required qualifications

• 4+ years in a technical support, developer support, solutions engineering, or similar role
• Strong API fluency
• Proficiency in at least one scripting language (Python or TypeScript)
• Excellent written communication

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
• Contributions to open-source projects or developer communities
• Background in or exposure to ML/AI concepts beyond just using APIs

About the company

OpenRouter is the unified interface for large language models. They route billions of tokens every month to help developers build AI applications.