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Enterprise Support Engineer

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OpenRouter

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Location:
United States

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Category:
IT - Administration

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Contract Type:
Not provided

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Salary:

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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

Additional Information:

Job Posted:
February 21, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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