Scaled Support Specialist

ABOUT OPENROUTER

OpenRouter is the unified interface for large language models. We route billions of tokens every month, helping developers build AI applications without worrying about provider lock-in, downtime, or complex integrations. We're a small, focused team backed by top-tier investors.

ABOUT THE ROLE

We're looking for a Scaled Support Specialist who lives at the intersection of deep technical troubleshooting and exceptional human communication. You'll be the front line for developers integrating with OpenRouter's API — diagnosing complex issues across dozens of model providers, untangling new edge cases, and making sure every developer who reaches out feels like they have a partner, not a ticket number.

This is not a scripted helpdesk role. Our users are highly capable engineers building the next generation of AI applications, which means the problems they bring to us are complex, nuanced, and frequently novel. You'll encounter issues daily where there is no runbook. You'll need to figure it out, often with incomplete information, and usually before anyone else on the team has seen it either.

If you're the kind of person who reads API changelogs for fun, has strong opinions about error message quality, and gets genuine satisfaction from turning a frustrated developer into a happy one — keep reading.

KEY RESPONSIBILITIES

TROUBLESHOOTING & PROBLEM SOLVING (CORE FOCUS)

- Diagnose and resolve complex technical issues across OpenRouter's API, spanning multiple LLM providers

- Reproduce bugs in ambiguous environments — different SDKs, languages, frameworks, and auth configurations — using tools like curl, Postman, and small test apps

- Read and interpret logs, headers, and request traces; identify whether the problem is client-side, OpenRouter-side, or an upstream provider issue vs. a user misconfiguration

- Turn "it doesn't work" into actionable findings: exact steps to reproduce, clear hypotheses, and verified fixes or workarounds

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