Enterprise Support Engineer

📋 Description

• • As an Enterprise Support Engineer at OpenRouter Inc., you will serve as the technical anchor for the company's largest and most critical customers, acting as the first line of defense for code-level debugging and the last line before escalating to core Engineering.
• • You will own the technical resolution for inbound enterprise inquiries and incidents, analyze logs and API usage patterns to identify root causes, isolate bugs using minimal reproduction scripts in TypeScript, Python, or curl, and assess issues by both technical severity and business impact to ensure high-stakes problems are fast-tracked.
• • You will partner with Account Managers and Software Engineers to preserve account health by providing technical data for Quarterly Business Reviews, deliver clear updates during service disruptions, convert investigations into documentation and automation tools, and act as the voice of the customer to influence product and engineering roadmaps.
• • OpenRouter is the open AI routing and infrastructure layer that enables enterprises to access, manage, and optimize large language models across providers without lock-in, capacity constraints, or unnecessary cost, powering some of the most advanced AI teams in the world.
• • In this role, you will deepen your expertise in distributed systems, API observability, and enterprise-grade technical support while developing skills in cross-functional collaboration, incident communication, and influencing product direction through customer insights.