Senior Support Engineer

LiteLLM AI Gateway; San Francisco (CA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

401k with 3.5% match

Job summary

LiteLLM is the world's most popular AI Gateway, trusted by top companies and developers alike. We are seeking a Senior Support Engineer to own the support queue, dig into customer issues, and drive success with the product.

In this role you will diagnose root causes, reproduce issues in customers' environments, and collaborate with engineering to push fixes via pull requests. You’ll be metrics-driven and focused on deep problem solving to reduce time-to-resolution.

Qualifications

• Deep technical understanding of the LiteLLM product surface.
• Strong customer-focused mindset and ability to drive customer success.
• Proven ability to perform root-cause analysis and implement sustainable fixes.
• Experience handling high ticket volume with a disciplined approach.

Responsibilities

• Own the support queue and work through tickets to drive customers to success
• Diagnose customer issues and solve for the root cause, not just the symptom
• Reproduce customer issues in their specific environments
• Submit pull requests for bug fixes and improvements where needed
• Act as the technical voice of the customer back to engineering

Skills

Technical depth

Customer focus

Root-cause analysis

Ticket handling

Tools

Git

Job description

LiteLLM is the world's most popular AI Gateway, trusted by top companies like Adobe, Netflix, and NASA. Our platform empowers developers by providing secure, reliable access to LLMs and adjacent services, and we're looking for a Senior Support Engineer to lead the team building the leading OSS AI gateway.

About the Role

We're looking for a Senior Support Engineer to own our support queue and drive our customers to success. Because LiteLLM is a developer tool, this person needs to be technical. You'll dig into our customers' issues, understand them deeply, and unblock them.

The core of this role is simple: work the queue, address tickets, and make our customers successful with the product. We're looking for someone who is obsessed with getting to the root cause of problems rather than applying surface-level fixes. The best people in this role understand the real depth of a problem before they solve it.

Responsibilities

• Own the support queue and work through tickets to drive customers to success
• Diagnose customer issues and solve for the root cause, not just the symptom
• Reproduce customer issues in their specific environments
• Submit pull requests for bug fixes and improvements where needed
• Act as the technical voice of the customer back to engineering

What We're Looking For

• Technical depth and real familiarity with the LiteLLM product surface
• Obsessed with customers and making them successful with the product
• Obsessed with solving root causes rather than patching over problems
• Metrics-driven and hardworking, ready to move through a high volume of tickets
• A strong bias toward understanding problems deeply

Why Join LiteLLM?

• Fast-paced growth environment with deep technical ownership.
• Competitive salary, health, dental, and vision benefits, 401k plan with 3.5% match.