Director, AI-Native Support & Scale

openrouter.ai; California; On-site; USD 180,000 - 290,000; Full time

Job summary

OpenRouter is seeking a Director of Customer Support to build and scale an AI-native support organization for developers and enterprises in California. You’ll lead global support functions, architect AI-powered workflows, and own critical customer outcomes with hands-on technical depth.

The role focuses on engineering scalable support systems, improving response and resolution times, and delivering world-class technical assistance across a hyperscaling AI infrastructure platform.

Qualifications

• 8+ years in technical support or support engineering.
• 4+ years leading teams through significant growth.
• Built or operated AI agents, automations, and scalable systems.

Responsibilities

• Build an AI-native support organization: strategy and execution for AI, automation, and technical excellence.
• Engineer for scale: develop AI agents, workflows, and internal tools to boost capacity and efficiency.
• Own the developer experience: deliver exceptional technical support for developers and enterprises.
• Lead technical support operations: manage performance, incident response, escalations, global coverage, and SLAs.

Skills

AI leadership

Technical leadership

Support engineering

Developer experience

Operations management

Tools

Python

TypeScript

APIs

LLMs

Job description

OpenRouter is seeking a Director of Customer Support to build and scale an AI-native support organization for developers and enterprises in California. You’ll lead global support functions, architect AI-powered workflows, and own critical customer outcomes with hands-on technical depth.

The role focuses on engineering scalable support systems, improving response and resolution times, and delivering world-class technical assistance across a hyperscaling AI infrastructure platform.