Enterprise Support Engineer Job at OpenRouter

Job Description

As an Enterprise Support Engineer, you will serve as the technical anchor for our largest and most critical customers. This role exists at the intersection of Engineering, Support, and Customer Success. You will investigate root causes, distinguish between platform latency and upstream model provider errors, and help developers stabilize their AI applications. You will partner with Account Managers and Software Engineers to ensure our customers rely on OpenRouter as a stable, transparent, and critical part of their infrastructure.

Job Responsibility

Own the 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
Assess incoming enterprise requests by business impact and ensure high-stakes issues are fast-tracked
Assist AMs in preserving account health by providing technical data for Quarterly Business Reviews
Provide clear, accurate updates to stakeholders during service disruptions
Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools
Act as the voice of the enterprise customer to influence the Product and Engineering roadmap

Requirements

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
Can read, interpret, and debug code in at least one common programming language in use by our customers (Python, TypeScript/Node.js, Go, Java, etc)
Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles
Basic proficiency with SQL or similar query languages for investigations
Maintain composure during outages and complex troubleshooting sessions
Genuine interest in 'white box' troubleshooting
Actively use AI for debugging, workflow automation, and problem-solving

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

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Enterprise Support Engineer

Job Description

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