Scaled Support Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Diagnose and resolve intricate technical challenges across OpenRouter's API, involving various LLM providers.

• Reproduce bugs in uncertain environments—different SDKs, programming languages, frameworks, and authentication configurations—utilizing tools such as curl, Postman, and small test applications.

• Analyze and interpret logs, headers, and request traces; determine if the issue lies on the client-side, OpenRouter-side, or if it is an upstream provider problem versus user misconfiguration.

• Convert "it doesn't work" into actionable insights: precise steps to reproduce, clear hypotheses, and confirmed fixes or workarounds.

• Address developer inquiries across support channels (email, Discord, GitHub) with clarity, empathy, and technical accuracy.

• Translate complex technical root causes into user-friendly explanations.

• Set expectations regarding timelines and next steps; provide proactive updates and ensure closure.

• Identify trends in support requests and advocate internally for enhancements in documentation, API design modifications, or improved messaging.

• Stay updated with the rapidly changing LLM landscape.

• Cultivate deep knowledge of OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal guidance.

• Detect systemic issues beneath individual tickets and advocate for solutions that prevent multiple future occurrences.

• Recognize trends in support volume to gather product feedback and influence roadmap priorities.

• Collaborate on enhancing the developer experience.

⛳️ Requirements

• 4+ years of experience in technical support, developer support, solutions engineering, or a similar capacity—preferably in supporting an API or developer tools product.

• Outstanding troubleshooting instincts.

• Strong fluency in APIs.

• Proficient in at least one scripting language (Python or TypeScript).

• Excellent written communication skills.

• Comfort with ambiguity.

• Genuine enthusiasm for AI and LLMs.

🏝️ Benefits

• Competitive compensation, including base salary and equity.