Enterprise Support Engineer (West Coast)
OpenRouter6 hours ago
Remote, United StatesMid Level / Senior
Base Salary
$115k - $150k/yr
Responsibilities
- Own technical resolution for inbound enterprise inquiries and incidents, including code-level debugging and escalation to Engineering.
- Analyze logs, stack traces, API usage patterns, and request lifecycles to identify root causes.
- Create minimal reproductions using TypeScript, Python, or curl to validate defects.
- Prioritize incidents based on technical severity and business impact.
- Provide technical data for QBRs, including latency analysis, token usage optimization, and error-rate reporting.
- Communicate clear, accurate incident updates to executive and developer audiences.
- Create public documentation, internal troubleshooting playbooks, and automated remediation tools.
- Represent enterprise customer feedback and recurring friction points to Product and Engineering teams.
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 Events, OAuth, Bearer tokens, Postman, or cURL.
- Ability to read, interpret, and debug at least one customer-used language such as Python, TypeScript/Node.js, Go, or Java.
- Experience querying logging and monitoring platforms such as Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging.
- Basic proficiency with SQL or similar query languages.
- Ability to conduct systematic, white-box troubleshooting and remain composed during outages.
- Interest in using LLMs for debugging, workflow automation, and problem-solving.
- Familiarity with LLM mechanics, including context windows, tokens, temperature, and system prompts, is a bonus.
- Experience supporting high-throughput, low-latency systems is a bonus.
- Familiarity with Zendesk, support triggers or automations, and Slack is a bonus.
Benefits
- The role supports West Coast business hours and West Coast-based customers.
- The position operates at the intersection of Engineering, Support, and Customer Success.
Tech Stack
Categories
Solutions Engineering
About OpenRouter
OpenRouter builds a unified API and routing layer that lets developers and enterprises access, compare, and manage large language models across multiple providers, with tooling for chat, evals, and usage controls. The company monetizes through metered API usage and enterprise plans that add governance and reliability features. Founded in 2023 and headquartered in New York, it supports hundreds of third-party models and an active developer community on Discord.