Enterprise Support Engineer (West Coast)

OpenRouter is the open AI routing and infrastructure layer that enterprises use to access, manage, and optimize the best large language models across providers—without lock-in, capacity constraints, or unnecessary cost. We power some of the most advanced AI teams in the world by giving them the flexibility to move fast, scale confidently, and stay future-proof as models evolve.

As enterprise adoption of AI accelerates, OpenRouter sits at the center of how organizations operationalize LLMs across research, product, and production workloads.

As an Enterprise Support Engineer, you will serve as the technical anchor for our largest and most critical customers.

This role exists at the intersection of Engineering, Support, and Customer Success. You will investigate root causes, distinguish between platform latency and upstream model provider errors, and help developers stabilize their AI applications. You will partner with Account Managers and Software Engineers to ensure our customers rely on OpenRouter as a stable, transparent, and critical part of their infrastructure.

This role will be required to support our West Coast based customers, and cover those hours accordingly.

Own the technical resolution for inbound enterprise inquiries and incidents. You will act as the first line of defense for code-level debugging and the last line of defense before escalating to core Engineering.

Analyze logs, stack traces, and API usage patterns to identify whether errors originate from the customer’s implementation, OpenRouter’s infrastructure, or upstream providers.

Isolate reported bugs by creating minimal reproduction scripts (using TypeScript, Python, or curl) to confirm defects before engaging the engineering team.

Assess incoming enterprise requests not just by technical severity, but by business impact. You will ensure high-stakes issues for critical partners are fast-tracked appropriately.