Scaled Support Specialist

OpenRouter is hiring a Scaled Support Specialist for a remote role open to applicants in United States. It pays $115k-$140k a year and Level rates it ; you can apply on OpenRouter.

Level's read on this job

Level rates this role Works on AI ●●●○: the daily work is on AI products, without building the model.
This is listed as a remote role.
The posting mentions OpenAI, LangChain and LlamaIndex among its tools and skills.
OpenRouter has 28 other open roles on Level.

AI in this role

openailangchainllamaindexhugging-face

fine-tuning

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.

How we rate this

Scaled Support Specialist at OpenRouter rates 66 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Read the description and count the AI tools, models and workflows it names.

Key facts

Scaled Support Specialist is an open job at OpenRouter.
Level rates this role AI Level 3 of 4: Works on AI.
The listed salary is $115k-$140k a year.
The role is based in Remote (US) and is marked remote.
The job was posted on June 18, 2026.
Applications are handled by OpenRouter. Apply on OpenRouter

Prepare for this job

Built from this posting and from similar jobs on Level.

Skills and AI tools this role asks for

Fine-tuningOpenAILangChainLlamaIndexHugging Face

Questions you could be asked

Walk me through fine-tuning a model: what data did you use, and how did you check the result?
Walk me through how you've used OpenAI in your day-to-day work.
What are the limits of LangChain that you've run into, and how did you work around them?
What's a project where you used LlamaIndex hands-on?
Walk me through how you've used Hugging Face in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Fine-tuning, OpenAI, LangChain, LlamaIndex, and Hugging Face. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them. A tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project. This role expects it to be a running habit.

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