Own the technical resolution for inbound enterprise inquiries and incidents.
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.
Assist AMs in preserving account health by providing technical data for Quarterly Business Reviews (QBRs).
During service disruptions, provide clear, accurate, and calm updates to stakeholders.
Convert investigations into public documentation, internal troubleshooting playbooks, and automated remediation tools.
Act as the voice of the enterprise customer, channeling recurring friction points and feature requests back to Product and Engineering teams.

3–5+ years of experience in an external-facing support role within a B2B SaaS or API-first environment.
Deep familiarity with RESTful APIs, HTTP status codes, Server-Sent Event streaming, authentication methods (OAuth, Bearer tokens), and tools like Postman or cURL.
Ability to read, interpret, and debug code in at least one common programming language in use by our customers (Python, TypeScript/Node.js, Go, Java, etc).
Experience querying logging and monitoring platforms (e.g., Datadog, Grafana, Cloudflare logs, or GCP Cloud Logging) to trace request lifecycles.
Basic proficiency with SQL or similar query languages for investigations.

Enterprise Support Engineer

Key skills