Director, Customer Support
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IT/Tech
AI Engineer (Applied/Software), IT Support
Job Description & How to Apply Below
Customer & Solutions
· San Francisco Bay Area, California
· Remote
· Full Time
· Lead level
This is a hands‑on leadership role for someone who will run technical support for developers and enterprise customers while building the systems behind it. A strong candidate has eight or more years in technical support, at least four of them leading teams through fast growth, and has personally built or run AI agents and automations. Comfort with APIs, Python or Type Script, incident handling, and support metrics matters as much as people management.
Howit fits the AI era
The goal is to grow support capacity through AI agents and automation rather than by adding people, so much of the day-to-day work is designing, tuning, and monitoring those systems. Routine questions can be handled by software, while the human side shifts toward tricky technical debugging, escalations with enterprise customers, and judging where automation helps or hurts. Turning repeat issues into product fixes and better docs also stays a people-driven job.
Howit builds AI experience
The role offers close exposure to a platform that routes requests across hundreds of models, so the leader sees real developer problems around latency, reliability, and model choice. Building and running support agents here would give hands‑on experience with agentic workflows in a live, high-volume setting. Someone short on this can build it by creating a small support agent on top of a multi-model API and measuring how well it resolves real questions.
Worthshowing
- Built production AI support agents
- Scaled support without adding headcount
- API and LLM troubleshooting
- Python or Type Script scripting
- SLA and incident management
This is our own read, written from the employer's posting and the company's Spotlight. The employer's posting is the source of truth for the role.
About Open RouterOpen Router is a unified API gateway and marketplace that routes requests across hundreds of AI models from many providers, per the company.
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