{"id":759338,"url":"https://alion.io/job/openrouter-enterprise-support-engineer-west-coast","title":"Enterprise Support Engineer (West Coast)","company":{"id":12361,"name":"OpenRouter","domain":"openrouter.ai","url":"https://alion.io/company/openrouter-ai","size_band":"201-500","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"A","score":92,"open_postings":8,"ghost_share":0,"stale_share":0.125,"repost_share":0,"time_to_fill_p50_days":74,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":["US"],"hiring_countries_total":1,"salary":{"min":115000,"max":150000,"currency":"USD","period":"year","gross":null,"usd_annual":150000},"salary_estimate":null,"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Cloudflare","optional":false},{"name":"Datadog","optional":false},{"name":"GCP","optional":false},{"name":"Go","optional":false},{"name":"Grafana","optional":false},{"name":"Java","optional":false},{"name":"Node JS","optional":false},{"name":"OpenAI","optional":false},{"name":"OpenRouter","optional":false},{"name":"Postman","optional":false},{"name":"Python","optional":false},{"name":"Rest API","optional":false},{"name":"SQL","optional":false},{"name":"TypeScript","optional":false},{"name":"JavaScript","optional":true},{"name":"LLM","optional":true},{"name":"Slack","optional":true}],"status":"live","first_seen_at":"2026-09-11T15:56:16Z","employer_posted_date":"2026-10-27","last_verified_at":"2026-11-01T02:27:02Z","board_verified":true,"closed_at":null,"days_open":50,"trust":{"level":"ok","repost_count":1,"flags":[],"days_open":49},"description":"THIS ROLE IS REQUIRED TO SUPPORT WEST COAST BUSINESS HOURS\nAbout OpenRouter\nOpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers-without lock-in, capacity constraints, or unnecessary cost. We power some of the most advanced AI teams in the world by giving them the flexibility to move fast, scale confidently, and stay future-proof as models evolve.\nAs enterprise adoption of AI accelerates, OpenRouter sits at the center of how organizations operationalize LLMs across research, product, and production workloads.\nThe Role\nAs an Enterprise Support Engineer, you will serve as the technical anchor for our largest and most critical customers.\nThis 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.\nThis role will be required to support our West Coast based customers, and cover those hours accordingly.\nWhat You'll Do\nOwn the technical resolution for inbound enterprise inquiries and incidents. You will act as the first line of defense for code-level debugging and the last line of defense before escalating to core Engineering.\n\nAnalyze logs, stack traces, and API usage patterns to identify whether errors originate from the customer’s implementation, OpenRouter’s infrastructure, or upstream providers.\n\nIsolate reported bugs by creating minimal reproduction scripts (using TypeScript, Python, or curl) to confirm defects before engaging the engineering team.\n\nAssess incoming enterprise requests not just by technical severity, but by business impact. You will ensure high-stakes issues for critical partners are fast-tracked appropriately.\n\nAssist AMs in preserving account health by providing technical data for Quarterly Business Reviews (QBRs), such as latency analysis, token usage optimization, and error rate reporting.\n\nDuring service disruptions, you will provide clear, accurate, and calm updates to stakeholders, translating complex technical realities into actionable information for executive and developer audiences.\n\nConvert your investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools to reduce the cognitive load on the wider team.\n\nAct as the voice of the enterprise customer, channeling recurring friction points and feature requests back to the Product and Engineering teams to influence the roadmap.\n\nWhat You Bring\nExperience & Technical Skills\n3-5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment.\n\nYou have deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, authentication methods (OAuth, Bearer tokens), and tools like Postman or cURL.\n\nYou 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).\n\nExperience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles.\n\nBasic proficiency with SQL or similar query languages for investigations.\n\nMindset & Approach\nYou'll actively use AI, going beyond simple support. You are genuinely enthusiastic about leveraging LLMs for debugging, workflow automation, and unique problem-solving, seeing AI as a utility to eliminate drudgery.\n\nYou maintain composure during outages and complex troubleshooting sessions, prioritizing systematic investigation and analysis.\n\nYou have a genuine interest in \"white box\" troubleshooting, and you are comfortable digging into the source of the problem rather than applying a workaround.\n\nBonus Points\nFamiliarity with the mechanics of Large Language Models (context windows, tokens, temperature, system prompts) and the current landscape of model providers.\n\nPrevious experience supporting high-throughput, low-latency systems.\n\nFamiliar with Zendesk or similar tools (including triggers/automations) and Slack for internal 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