Enterprise Support Engineer (West Coast)

OpenRouter
United States
Workplace: RemoteFull timeUSD 115,000 - 150,000 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 3+ yearsSkills: ["Composure","Systematic investigation","Stakeholder communication","White-box troubleshooting","Technical documentation"]

Serve as the technical anchor for OpenRouter’s largest enterprise customers, owning incident and inbound inquiry resolution. Debug customer and infrastructure issues by analyzing logs, stack traces, and API usage, then isolate defects with minimal reproduction scripts in TypeScript, Python, or curl. Assess severity by technical and business impact, support QBRs with latency/token/error metrics, and translate investigations into playbooks, documentation, and stakeholder updates.

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FursaFursa
OpenRouter
OpenRouter
16 hours ago

Enterprise Support Engineer (West Coast)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 1 hour agoStatus: Live

Job Summary

Serve as the technical anchor for OpenRouter’s largest enterprise customers, owning incident and inbound inquiry resolution. Debug customer and infrastructure issues by analyzing logs, stack traces, and API usage, then isolate defects with minimal reproduction scripts in TypeScript, Python, or curl. Assess severity by technical and business impact, support QBRs with latency/token/error metrics, and translate investigations into playbooks, documentation, and stakeholder updates.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Mid level

Key Responsibilities

  • •Own technical resolution for inbound enterprise inquiries and incidents, acting as first line for code-level debugging and last line before escalating to core Engineering.
  • •Analyze logs, stack traces, and API usage patterns to determine whether issues come from customer implementation, OpenRouter infrastructure, or upstream model providers.
  • •Isolate reported bugs by creating minimal reproduction scripts in TypeScript, Python, or curl before engaging Engineering.
  • •Assess requests by technical severity and business impact, helping fast-track high-stakes issues for critical partners.
  • •Assist with account health and QBRs by providing technical data such as latency analysis, token usage optimization, and error rate reporting, and deliver clear updates during service disruptions.

Pay and Benefits

Salary: USD 115,000 - 150,000 annually

Key Requirements

  • •3–5+ years of experience in an external-facing support role in a B2B SaaS or API-first environment.
  • •Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, and authentication methods (OAuth, Bearer tokens) plus tools like Postman or cURL.
  • •Ability to read, interpret, and debug code in at least one language customers use (Python, TypeScript/Node.js, Go, Java, etc.).
  • •Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles.
  • •Basic proficiency with SQL or similar query languages for investigations.
Experience:3+ yearsB2B SaaSAPI-firstExternal-facing supportLogging & monitoringLLM support
Skills:ComposureSystematic investigationStakeholder communicationWhite-box troubleshootingTechnical documentation
Tech Stack:RESTHTTPServer-Sent EventsOAuthBearer tokensPostmanCURLTypeScriptPythonNode.jsGoJavaDatadogGrafanaCloudflare logsGCP Cloud LoggingSQLZendeskSlackOAuth authentication

Company Brief

OpenRouter
Provides a unified, standards-compatible API and marketplace to route requests to 400+ large language models and cloud hosts, optimizing for cost, performance, and reliability for developers and enterprises.
Industry: API Platforms
Company Size: Micro (1 to 10 employees)
Revenue: USD 1M to 5M
Growth: Scaleup
Valuation: USD 250M to 500M
Funding: Series A
Headquarters: New York, United States
Founded: 2023
WebsiteLinkedIn