---
title: 'Scaled Support Specialist at OpenRouter'
canonical: 'https://feeny.ai/job/scaled-support-specialist-openrouter-united-states-kc0nbddwzthd'
type: 'job'
last_seen: '2026-10-31'
---

# Scaled Support Specialist at OpenRouter

- **Company:** OpenRouter
- **Location:** United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-27
- **Last confirmed live:** 2026-10-31
- **Apply:** https://jobs.ashbyhq.com/openrouter/89ff6b47-ba08-4418-b24b-c136dbf2ef82

## Job description

## 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.

## What You'll Do

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
- Identify patterns in support requests and advocate internally for documentation improvements, API design changes, or better messages

Self-Directed Research & Learning

- Stay current with the rapidly evolving LLM ecosystem
- Develop deep expertise in OpenRouter's routing logic, fallback behavior, rate limiting, streaming (SSE), and billing systems with minimal hand-holding

Bridge to Product & Engineering

- Spot systemic issues underneath individual tickets and push for the fix that prevents 50 more
- Identify trends in support volume to capture product feedback and inform roadmap priorities
- Collaborate on improving the developer experience

## What We're Looking For

- 4+ years in a technical support, developer support, solutions engineering, or similar role — ideally supporting an API or developer tools product
- Exceptional troubleshooting instincts
- Strong API fluency
- Proficiency in at least one scripting language (Python or TypeScript)
- Excellent written communication
- Comfort with ambiguity
- Genuine passion for AI and LLMs

Nice to Haves

- Familiarity with the OpenAI SDK / Chat Completions API format
- Experience with AI/ML frameworks like LangChain, LlamaIndex, or Hugging Face
- Experience with observability tools (logging, tracing, metrics)
- Experience scaling support operations — e.g., implementing AI-assisted support bots, building internal support dashboards, or creating automated triage workflows
- Contributions to open-source projects or developer communities
- Background in or exposure to ML/AI concepts beyond just using APIs (benchmarking, evals, fine-tuning)

If you don't think you meet all of the criteria below but still are interested in the job, please apply. Nobody checks every box, and we're looking for someone who is excited to join the team.

## About OpenRouter

## Company Overview
- **One-liner**: OpenRouter provides a unified API that gives developers access to 400+ large language models from 70+ providers through a single interface.
- **Entity Type**: Private (Series B)
- **Headquarters**: New York, New York, United States
- **Founded**: 2023
- **Founders**: Alex Atallah (CEO, Co-Founder), Louis Vichy (Co-Founder)

## Core Business
- **Primary industry**: AI Infrastructure / Developer Tools
- **Target customers**: B2B — software developers, AI application builders, and enterprises building agentic and LLM-powered products.
- **Mission or purpose**: To be the unified interface for LLMs, helping developers build AI applications without worrying about provider lock-in, downtime, or complex integrations.

## Products & Services
- **Unified LLM API**: A single, OpenAI-compatible API endpoint that provides access to 400+ models from 70+ providers (OpenAI, Anthropic, Google, Meta, Mistral, etc.). Handles authentication, request routing, rate limiting, and automatic failover. Developers avoid managing separate API keys and billing relationships.
- **Enterprise Offering**: Custom data policies, fine-grained provider controls, and dedicated support for organizations that need data governance and compliance.
- **Model & App Rankings**: A public leaderboard and community hub for discovering top-performing models and AI applications built on the platform.

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Metric**: Total funding of **$200M** across multiple rounds (Seed, Series A, Series B).
- **Latest Funding**: $120M venture round in April 2026.
- **Notable Investors**: Andreessen Horowitz, Menlo Ventures, Snowflake Ventures, ServiceNow Ventures, League of Generalists.
- **Growth Signals**: Processes **100 trillion tokens monthly**; serves **250k+ apps** and **4.2M+ global users**; headcount grew **+611% year-over-year** to 46 employees; LinkedIn followers grew **+871.9% year-over-year** to 14,754.

## Competitive Advantages
- **Provider Agnosticism**: Developers are not locked into a single provider; OpenRouter handles failover and routing across 70+ providers, ensuring high availability and resilience.
- **Cost Optimization**: Offers better prices than going direct to many providers, with no subscription fees — users simply buy credits.
- **Massive Model Selection**: 400+ models in one API, from frontier reasoning models to lightweight, cost-optimized options, enabling dynamic model selection per task.
- **OpenAI-Compatible SDK**: Drop-in replacement for existing OpenAI integrations, minimizing migration friction.

## Strategic Focus
- **Scaling Infrastructure**: Building distributed inference infrastructure to improve reliability and reduce latency for global users.
- **Enterprise Adoption**: Growing enterprise sales team and launching dedicated enterprise features (data policies, compliance controls).
- **Agentic Development**: Supporting the next wave of autonomous AI agents with robust routing, fallback, and observability.
- **Platform Expansion**: Growing the ecosystem of featured agents and apps built on OpenRouter.

## Why Work Here
- **Remote First**: Flexibility to work from anywhere in the US.
- **Small, High-Impact Team**: ~46 employees with a flat structure where every person has direct impact on the product and users.
- **Competitive Compensation**: Top-of-market salary and equity packages.
- **Health & Wellness**: Fully covered health, dental, and vision plans for you and your dependents.
- **WFH Budget**: Annual stipend for home office setup and internet.
- **Unlimited PTO**: Encouraged time off to recharge.
- **Quarterly Offsites**: Regular team gatherings to connect in person.
- **Engineering Culture**: High ownership, small team punching above its weight, building critical AI infrastructure at massive scale (100T tokens/month).

## Strategic Focus
- **Scaling Infrastructure**: Building distributed inference routing to improve reliability and reduce latency globally.
- **Enterprise Growth**: Expanding enterprise sales, security, and compliance features to serve larger organizations.
- **Agentic Ecosystem**: Supporting the next wave of autonomous AI agents with robust routing, fallback, and observability.
- **Platform Expansion**: Growing the marketplace of featured agents and apps, and deepening integrations with developer tools.

## Competitive Advantages
- **Provider Agnosticism**: Developers are not locked into a single provider; OpenRouter handles failover and routing across 70+ providers, ensuring high availability.
- **Cost Optimization**: Offers better prices than going direct to many providers, with no subscription fees — users simply buy credits.
- **Massive Model Selection**: 400+ models in one API, from frontier reasoning models to lightweight, cost-optimized options.
- **OpenAI-Compatible SDK**: Drop-in replacement for existing OpenAI integrations, minimizing migration friction.

## Why Work Here
- **Remote First**: Flexibility to work from anywhere in the US.
- **High Impact, Small Team**: ~46 employees, each with direct impact on the product and millions of users.
- **Competitive Compensation**: Top-of-market salary and equity packages.
- **Health & Wellness**: Fully covered health, dental, and vision plans for you and your dependents.
- **WFH Budget**: Annual stipend for home office setup and internet.
- **Unlimited PTO**: Encouraged time off to recharge.
- **Quarterly Offsites**: Regular team gatherings to connect in person.
- **Engineering Culture**: High ownership, small team punching above its weight, building critical AI infrastructure at massive scale.

## Sources
1. [openrouter.ai](https://openrouter.ai/)
2. [openrouter.ai/careers](https://openrouter.ai/careers)
3. [jobs.ashbyhq.com/openrouter](https://jobs.ashbyhq.com/openrouter/)
4. [cbinsights.com](https://www.cbinsights.com/company/openrouter)
5. [linkedin.com/company/openrouter](https://www.linkedin.com/company/openrouter)

## Other roles at OpenRouter

- [Product Manager, Provider Marketplace](https://feeny.ai/job/product-manager-provider-marketplace-openrouter-united-states-fjp7fxg9zsee) — United States
- [Enterprise Support Engineer (West Coast)](https://feeny.ai/job/enterprise-support-engineer-west-coast-openrouter-united-states-gxr6zg59bhm7) — United States
- [Director, Customer Success](https://feeny.ai/job/director-customer-success-openrouter-san-francisco-bay-area-n25qjkq4mvjm) — San Francisco Bay Area, CA
- [Director, Customer Support](https://feeny.ai/job/director-customer-support-openrouter-san-francisco-bay-area-n4f5vrxt5j9a) — San Francisco Bay Area, CA
- [Software Engineer, Money Platform](https://feeny.ai/job/software-engineer-money-platform-openrouter-united-states-j7dwfxd67nt3) — United States
- [Software Engineer, Identity Platform](https://feeny.ai/job/software-engineer-identity-platform-openrouter-united-states-hpdb136h7c3s) — United States
- [Site Reliability Engineer, Provider Operations](https://feeny.ai/job/site-reliability-engineer-provider-operations-openrouter-united-states-j18dk08e73e4) — United States
- [Customer Engineer, APAC](https://feeny.ai/job/customer-engineer-apac-openrouter-apac-1mra2rf7fwfw) — APAC
- [Business Development Representative, Enterprise](https://feeny.ai/job/business-development-representative-enterprise-openrouter-united-states-r9ksdb1qmwtj) — United States
- [IT Manager](https://feeny.ai/job/it-manager-openrouter-new-york-h4f8zd8xr9bm) — New York, NY