Director, Customer Support

present of AI; California; Remote; USD 150.000 - 190.000; Vollzeit

Zusammenfassung

OpenRouter is seeking a hands-on Lead for Customer & Solutions in the San Francisco Bay Area with remote flexibility. You will run technical support for developers and enterprise customers while building the systems behind it.

A strong candidate has 8+ years in technical support and 4+ years leading teams through fast growth, with experience building AI agents and automations. APIs, Python/TypeScript, incident handling, and support metrics matter as much as people management.

Qualifikationen

• Eight or more years in technical support.
• Four or more years leading teams through fast growth.
• Built or run AI agents and automations.
• Comfort with APIs, Python or TypeScript, incident handling, and support metrics.

Aufgaben

• Lead technical support for developers and enterprise customers.
• Build and run the systems behind AI support and automation.
• Design, tune, and monitor AI agents and workflows.
• Handle escalations and drive product improvements via docs and fixes.

Kenntnisse

APIs

Python

TypeScript

Incident handling

Support metrics

Leadership

Team management

Jobbeschreibung

Customer & Solutions · San Francisco Bay Area, California · Remote · FullTime · Lead level

This is a hands‑on leadership role for someone who will run technical support for developers and enterprise customers while building the systems behind it. A strong candidate has eight or more years in technical support, at least four of them leading teams through fast growth, and has personally built or run AI agents and automations. Comfort with APIs, Python or TypeScript, incident handling, and support metrics matters as much as people management.

How it fits the AI era

The goal is to grow support capacity through AI agents and automation rather than by adding people, so much of the day-to-day work is designing, tuning, and monitoring those systems. Routine questions can be handled by software, while the human side shifts toward tricky technical debugging, escalations with enterprise customers, and judging where automation helps or hurts. Turning repeat issues into product fixes and better docs also stays a people-driven job.

How it builds AI experience

The role offers close exposure to a platform that routes requests across hundreds of models, so the leader sees real developer problems around latency, reliability, and model choice. Building and running support agents here would give hands‑on experience with agentic workflows in a live, high-volume setting. Someone short on this can build it by creating a small support agent on top of a multi-model API and measuring how well it resolves real questions.

Worth showing

• Built production AI support agents
• Scaled support without adding headcount
• API and LLM troubleshooting
• Python or TypeScript scripting
• SLA and incident management

This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.

About OpenRouter

OpenRouter is a unified API gateway and marketplace that routes requests across hundreds of AI models from many providers, per the company.