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.

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

Developer Communication & Advocacy

Respond to developer inquiries across support channels (email, Discord, GitHub) with clarity, empathy, and technical precision

Translate complex technical root causes into human-friendly explanations

Set expectations on timelines and next steps; provide proactive updates and close the loop

Scaled Support Specialist

Responsibilities

Qualification

Required

Preferred

Company

Openrouter

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