Enterprise AI Support Engineer - West Coast Hours

OpenRouter, Inc; New York (NY); Remote; USD 120,000 - 155,000; Full time

Job summary

OpenRouter, Inc. is seeking an Enterprise Support Engineer to be the technical anchor for our largest customers, bridging Engineering, Support, and Customer Success.

You will investigate root causes, distinguish platform latency from upstream provider errors, and help developers stabilize their AI applications. This role requires West Coast business hours and will leverage AI-driven debugging and automation to reduce toil, while producing clear updates for executives and scalable playbooks for

Qualifications

• 3–5+ years in an external-facing support role within a B2B SaaS or API-first environment.
• Familiar with RESTful APIs, HTTP status codes, and authentication methods (OAuth, Bearer tokens).
• Able to read, interpret, and debug code in Python, TypeScript/Node.js, Go, Java, or similar.

Responsibilities

• Own technical resolution for inbound enterprise inquiries and incidents; first line of defense for debugging.
• Analyze logs, stack traces, and API usage to identify source of errors.
• Create minimal repro scripts using TypeScript, Python, or curl to confirm defects.
• Assess enterprise requests by severity and business impact; fast-track high-stakes issues.
• Assist AMs with latency analysis, token usage optimization, and error-rate reporting.
• Provide clear updates during service disruptions to executives and developers.
• Translate investigations into public docs, internal playbooks, and automated remediation tools.
• Work with Product/Engineering to influence the roadmap.

Skills

RESTful APIs

HTTP status codes

Server-Sent Event

OAuth/Bearer tokens

Postman

cURL

Python

TypeScript/Node.js

Go

Java

SQL

Logging/Monitoring

Tools

Datadog

Grafana

Cloudflare logs

GCP Cloud Logging

Job description

OpenRouter, Inc. is seeking an Enterprise Support Engineer to be the technical anchor for our largest customers, bridging Engineering, Support, and Customer Success.

You will investigate root causes, distinguish platform latency from upstream provider errors, and help developers stabilize their AI applications. This role requires West Coast business hours and will leverage AI-driven debugging and automation to reduce toil, while producing clear updates for executives and scalable playbooks for