Senior Support Engineer: Root-Cause Expert for AI Gateway

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 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.