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Location: San Francisco, in person (5 days/week)
Team: Technical Customer Success / Support
Reports to: Head of Technical Support
About LiteLLMLiteLLM is the open-source AI gateway powering production AI traffic for NASA, Adobe, Netflix, Stripe, Nvidia, and many other Fortune 500s. We provide a unified API across 100+ LLM providers and act as the enterprise control plane for AI traffic. We're a YC W23 company, post-Series A, with 36K+ GitHub stars and growing fast.
As we scale, our enterprise customers expect support that matches the criticality of the workloads they run on us. You will be part of the team that owns that.
What You'll Do in the First 90 DaysWork on customer technical issues, liaising with engineering to minimize any client downtime.
Own Weekly calls with customers, triage their issues and work with engineering to set clear timelines for completing them.
Engage customers on thread across Slack, email, and Zendesk. Identify the dropped ones and pick up the stream to push customer issues to resolution.
Coordinate internally to resolve SLAs by customer tier and by issue severity.
Be metrics oriented - think regularly about the metrics to track and how to get the best outcomes.
Obsessive about inbox zero and Slack zero. You physically cannot leave a thread without an owner and a next step. You feel it.
Systems-driven. You love following a set customer engagement process from start to finish.
Customer-credible. You can meet the customer where they are at, helping them with each challenge as the product expert.
Comfortable with ambiguity and speed. This is a startup. You are open to regular adjustments and change.
Bonus:
Background supporting developer-facing or infrastructure products
Experience with Zendesk, Linear, and Slack Connect at scale
Familiarity with LLMs, AI infrastructure, or the gateway/proxy space
$130,000 to $180,000 base salary plus bonus and equity and benefits. We pay at or above market for the right person, and the equity is meaningful at our stage and growth. We also have 401(k) with a 3.5% match of employee contributions.
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