Scaled Support Specialist
Provide front-line technical support for developers integrating with OpenRouter's LLM API. Diagnose complex issues across multiple providers, reproduce bugs, and deliver clear, empathetic communication to highly technical users.
About the job
Key Responsibilities
Troubleshooting & Problem Solving (Core Focus)
- Diagnose and resolve complex technical issues across OpenRouter's API, spanning multiple LLM providers
- Reproduce bugs in ambiguous environments — different SDKs, languages, frameworks, and auth configurations — using tools like curl, Postman, and small test apps
- Read and interpret logs, headers, and request traces; identify whether the problem is client-side, OpenRouter-side, or an upstream provider issue vs. a user misconfiguration
- Turn "it doesn't work" into actionable findings: exact steps to reproduce, clear hypotheses, and verified fixes or workarounds
Developer Communication & Advocacy
- Respond to developer inquiries across support channels (email, Discord, GitHub) with clarity, empathy, and technical precision
- Translate complex technical root causes into human-friendly explanations
- Set expectations on timelines and next steps; provide proactive updates and close the loop
- Identify patterns in support requests and advocate internally for documentation improvements, API design changes, or better messages
Self-Directed Research & Learning
- Stay current with the rapidly evolving LLM ecosystem
- Develop deep expertise in OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal hand-holding
Bridge to Product & Engineering
- Spot systemic issues underneath individual tickets and push for the fix that prevents 50 more
- Identify trends in support volume to capture product feedback and inform roadmap priorities
- Collaborate on improving the developer experience
Requirements
- 4+ years in a technical support, developer support, solutions engineering, or similar role — ideally supporting an API or developer tools product
- Exceptional troubleshooting instincts
- Strong API fluency
- Proficiency in at least one scripting language (Python or TypeScript)
- Excellent written communication
- Comfort with ambiguity
- Genuine passion for AI and LLMs
Nice-to-Haves
- Familiarity with the OpenAI SDK / Chat Completions API format
- Experience with AI/ML frameworks like LangChain, LlamaIndex, or Hugging Face
- Experience with observability tools (logging, tracing, metrics)
- Experience scaling support operations — e.g., implementing AI-assisted support bots, building internal support dashboards, or creating automated triage workflows
- Contributions to open-source projects or developer communities
- Background in or exposure to ML/AI concepts beyond just using APIs (benchmarking, evals, fine-tuning)
Skills
Python, TypeScript, Api Troubleshooting, Curl, Postman, Openai Sdk, LangChain, Llamaindex, Hugging Face, Observability Tools
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