Director of Customer Support
AI model gateway and marketplace offering a unified API to access, route, and manage models from multiple providers.
Funding history
Projects
About OpenRouter
OpenRouter provides developers and businesses with a single, OpenAI-compatible API for hundreds of AI models. It supports provider failover, routing for price, latency and reliability, plus enterprise controls and observability.
Skills
Candidate Availability
Required and preferred rules are kept separate and reflect the wording in the original posting.
About the Role
You will lead the global technical support function and build AI-powered systems that improve support capacity, quality, and efficiency. You will oversee support performance, incident response, escalations, global coverage, and enterprise SLAs. You will lead Support Engineers, turn recurring issues into automation and self-service solutions, and work with Engineering, Product, Customer Success, and Forward Deployed Engineering to resolve complex issues and improve the customer experience.
Requirements
- Experience managing and scaling Customer Support or Technical Support Engineering at a hyperscaling AI-native company, model lab, or AI infrastructure platform
- 8+ years of technical support or support engineering experience
- 4+ years leading teams through significant growth
- Experience building, implementing, or operating AI agents, automations, and technical systems
- Knowledge of APIs, SDKs, LLMs, inference infrastructure, latency, reliability, and production AI applications
- Ability to support growth in customers, usage, or ticket volume without proportional headcount growth
- Experience investigating complex technical issues and using APIs
- Knowledge of Python, TypeScript, or similar tools
- Experience owning support SLAs, incident management, escalations, and customer-experience metrics
- Experience building global 24/7 technical support coverage
Responsibilities
- Own the strategy and execution of an AI-native technical support function
- Build and improve AI agents, workflows, and internal support tools
- Deliver technical support for developers, startups, and enterprise customers
- Own support performance, incident response, escalations, global coverage, and enterprise SLAs
- Define and improve response-time, resolution-time, customer-satisfaction, automation-effectiveness, and cost-to-serve metrics
- Lead and develop Support Engineers
- Turn recurring customer issues into automation, self-service capabilities, documentation, and product improvements
- Partner with Engineering, Product, Customer Success, and Forward Deployed Engineering to resolve complex issues
Benefits
- Equity
