Enterprise Support Engineer (West Coast)

present of AI; United States; On-site; USD 100,000 - 140,000; Full time

Job summary

OpenRouter seeks a technical front-line engineer to support major customers, tracing issues from initial debugging through escalation. You will read logs, differentiate provider or gateway faults from customer code, and craft small reproduction scripts to confirm bugs.

The role emphasizes business impact consideration, documenting findings and building playbooks to improve resilience across AI model routing and gateway operations.

Qualifications

• Reads logs and stack traces to diagnose issues.
• Distinguishes customer code problems from gateway or provider faults.
• Writes small reproduction scripts to confirm bugs.
• Judges issues by business impact, not only severity.
• Turns findings into docs and playbooks.

Responsibilities

• Serve as the technical front line for major customers, handling inbound issues and incidents from initial debugging through escalation.
• Explain outage roots and update executives and developers with clear, actionable information.
• Create reproducible test cases and runbooks to prevent recurrence and accelerate resolution.
• Collaborate with product, engineering, and support teams to stabilize AI applications.

Skills

API debugging

Log analysis

Reproduction scripts

Incident management

Job description

This role is the technical front line for the company's biggest customers, handling inbound issues and incidents from first debugging through to escalation. A strong candidate can read logs and stack traces, tell apart customer code problems from gateway or upstream provider faults, and write small reproduction scripts to confirm a bug. The work also calls for judging issues by business impact, not just severity, and turning findings into docs and playbooks.

How it fits the AI era

The product itself routes traffic across many AI models, so the daily work is about keeping AI applications stable and explaining where failures come from. AI tools help with debugging and automation, but calm judgment during outages and clear updates to executives and developers stay human. The role sits where model behavior, infrastructure, and customer code meet.

How it builds AI experience

Working here builds hands on knowledge of how LLM requests flow through a gateway, how provider errors differ from platform latency, and how tokens and context windows affect usage. Candidates can prepare by tracing real API calls, reading streaming responses, and practicing log analysis across providers. Familiarity with model provider differences and token usage reporting helps.

Worth showing

• API and log debugging
• Reproduction script writing

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.