Director, Customer Support

The role

You will build and lead an AI-native support organization. You will engineer AI agents, workflows, and internal tools to deliver technical support to developers and enterprises.

What you will do

• Own the strategy and execution for an AI-designed support function
• Build and improve AI agents, workflows, and internal tools
• Deliver technical support for developers, startups, and enterprise customers
• Own support performance, incident response, escalations, and enterprise SLAs
• Define and improve metrics like response times and customer satisfaction
• Lead and develop a team of Support Engineers
• Turn recurring issues into automation, documentation, and product improvements
• Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering

Required qualifications

• Managed and scaled Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform serving developers
• 8+ years in technical support or support engineering
• 4+ years leading teams through significant growth
• Personally built, implemented, or operated AI agents, automations, and technical systems
• Understand APIs, SDKs, LLMs, inference infrastructure, latency, and reliability
• Demonstrated ability to support growth without proportional increases in headcount
• Comfortable working with Engineering and investigating complex technical issues
• Proficient with APIs and Python, TypeScript, or similar tools
• Experience owning support SLAs, incident management, escalations, and customer experience metrics
• Experience building global, 24/7 technical support coverage

Nice to have

• Experience at a leading LLM model lab, AI inference provider, or developer-first AI infrastructure company
• Experience building and maintaining production AI agents or agentic workflows for customer-facing operations
• Experience supporting high-volume API platforms with demanding enterprise reliability requirements
• Familiarity with AI-assisted development tools, agent frameworks, and modern support platforms

About the company

OpenRouter is the unified interface for AI inference, giving developers and organizations access to hundreds of models through a single API. The platform helps teams choose, route, evaluate, and scale model usage across providers.