Enterprise Support Engineer (West Coast) at Openrouter · LumiJobs

Responsibilities

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.
Assist AMs in preserving account health by providing technical data for Quarterly Business Reviews (QBRs), such as latency analysis, token usage optimization, and error rate reporting.
During service disruptions, you will provide clear, accurate, and calm updates to stakeholders, translating complex technical realities into actionable information for executive and developer audiences.
Convert your investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools to reduce the cognitive load on the wider team.
Act as the voice of the enterprise customer, channeling recurring friction points and feature requests back to the Product and Engineering teams to influence the roadmap.
Experience & Technical Skills

Enterprise Support Engineer (West Coast)

Responsibilities

Qualification

Required

Preferred

Company

Openrouter

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