Enterprise AI Support Engineer - West Coast

openrouter.ai; United States; Remote; USD 120,000 - 160,000; Full time

Job summary

OpenRouter is seeking an Enterprise Support Engineer to serve as the technical anchor for our largest customers. You will diagnose complex incidents, perform root-cause analysis, and work with engineering and product teams to stabilize AI workloads.

You will translate technical findings into actionable guidance, create runbooks, and help shape our support experience for high-stakes deployments on the West Coast hours.

Qualifications

• 3–5+ years external-facing B2B SaaS support experience
• Deep familiarity with RESTful APIs and HTTP status codes
• Ability to read, interpret and debug code in common languages
• Experience querying logging/monitoring platforms (Datadog, Grafana, Cloudflare logs, GCP)
• Basic proficiency with SQL or similar query languages

Responsibilities

• Own the technical resolution for inbound enterprise inquiries and incidents.
• Analyze logs, stack traces, and API usage to identify origin of issues.
• Create minimal reproduction scripts (TypeScript, Python, curl) to confirm defects.
• Assess requests by technical severity and business impact for fast-tracking.
• Provide technical data for QBRs including latency, token usage, and error rates.
• Communicate outages clearly with stakeholders and translate technical realities for execs.
• Develop public docs, internal playbooks, and automated remediation tools.
• Advocate for enterprise feedback to Product and Engineering for roadmap input.

Job description

OpenRouter is seeking an Enterprise Support Engineer to serve as the technical anchor for our largest customers. You will diagnose complex incidents, perform root-cause analysis, and work with engineering and product teams to stabilize AI workloads.

You will translate technical findings into actionable guidance, create runbooks, and help shape our support experience for high-stakes deployments on the West Coast hours.