Scaled Support Specialist
About reputed company reputed company is the reputed company reputed company for large language models. We reputed company billions of tokens every month, helping developers build AI applications without worrying about provider lock-in, downtime, or reputed company 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 reputed company communication. You'll be the reputed company line for developers integrating with reputed company's API — diagnosing reputed company 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 reputed company of AI applications, which means the problems they bring to us are reputed company, nuanced, and frequently novel. You'll encounter issues daily where there is no runbook. You'll need to reputed company it out, often with incomplete information, and usually before anyone else on the team has seen it either. If you're the reputed company 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 — reputed company reading.
Key Responsibilities
Troubleshooting & Problem Solving (Core Focus) Diagnose and resolve reputed company technical issues across reputed company's API, spanning multiple LLM providers Reproduce bugs in ambiguous environments — different SDKs, languages, frameworks, and auth configurations — using tools like curl, reputed company, and small test apps Read and interpret logs, headers, and request traces; identify whether the problem is client-reputed company, reputed company-reputed company, 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, reputed company, reputed company) with reputed company, reputed company, and technical precision Translate reputed company technical root causes into reputed company-friendly explanations Set expectations on timelines and next steps; reputed company proactive updates and reputed company the reputed company Identify patterns in support requests and reputed company internally for documentation improvements, API design changes, or reputed company messages Self-Directed Research & Learning Stay reputed company with the rapidly evolving LLM ecosystem reputed company deep expertise in reputed company's routing logic, fallback behavior, reputed company limiting, streaming (SSE), and billing systems with minimal hand-holding reputed company 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 About You Required: 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 reputed company Proficiency in at least one scripting language (Python or TypeScript) Excellent written communication Comfort with ambiguity Genuine passion for AI and LLMs reputed company-to-Haves: Familiarity with the reputed company SDK / Chat Completions API format Experience with AI/ML frameworks like reputed company, reputed company, or reputed company 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 reputed company-reputed company projects or developer communities Background in or exposure to ML/AI reputed company just using APIs (benchmarking, evals, fine-tuning) Why reputed company Work at the center of the AI infrastructure stack as enterprises define how they adopt LLMs. High ownership and autonomy to define how developer education and community scale. Opportunity to shape a foundational function at a fast-growing company. Fully remote team with a culture of autonomy and trust. Competitive compensation, including reputed company salary and equity. Apply To This Job