Senior Customer Support Engineer

Responsibilities

• Own end-to-end technical support for developer customers, including debugging SDKs, webhooks, and API logs
• Partner with Sales and Engineering to onboard new customers and ensure smooth integrations
• Proactively monitor key accounts to optimize usage and identify integration patterns
• Reproduce customer integrations, run curl calls, and analyze SDK source code to provide technical resolutions
• Build the foundations of the support function, including runbooks, on-call rotations, and SLAs
• Integrate AI into workflows for triage automation, log analysis, and response drafting
• Partner with Product and Engineering to resolve recurring issues at the source
• Act as a calm, technical presence during production incidents and participate in post-incident debriefs

Requirements

• 6+ years of experience supporting developers at a B2B SaaS company
• Software engineering background with fluency in Python, JS/TS, or Go
• Proficiency with curl, Postman, SQL, and observability tools like Datadog or Grafana
• Proven experience using AI to build production workflows (e.g., triage automation, custom GPT integrations)
• Experience shaping support operations, such as implementing runbooks or on-call rotations
• Excellent written English communication skills

Preferred Qualifications

• Experience as one of the first hires in a support function during a period of rapid scaling
• Experience managing or contributing to developer communities (Discord, Slack Connect)
• Ability to build internal tools using Retool, Slack bots, or custom scripts
• Proficiency in French or other European languages

About the Company

Prelude is redefining how companies authenticate and onboard users. Our flagship product allows businesses to send OTP codes with optimal price-to-conversion ratios by dynamically selecting the most effective channels while blocking spam and fraud.