Senior Customer Support Engineer

Stack

Responsibilities

• ▹Own end-to-end technical support for developer customers: engineers integrating the SDKs, debugging webhooks, exploring API logs and asking about rate limits and retry behavior; triage, investigate and resolve issues, working closely with Engineering
• ▹Help onboard new customers, partnering with Sales and Engineering to turn a signed deal into a smooth integration and a confident first weeks in production
• ▹Proactively monitor key accounts for ways to improve their experience and usage of Prelude; spot usage anomalies, untapped features and integration patterns worth refining, and reach out before customers have to ask
• ▹Develop a deep understanding of how clients' businesses work and how their end-users interact with the platform, routing useful signal back to Product
• ▹Get into customers' code: reproduce their integrations, run their curl calls, read the SDK source when their stack trace points there, and send back answers with the exact request, the response and a clear explanation
• ▹Help build the foundations of the support function as it scales: runbooks, on-call rotation, escalation paths, SLAs, internal triage, customer-facing status communication
• ▹Bring AI into the workflow from week one (triage automation, log-analysis loops, response drafting, custom Claude or GPT integrations against internal tools)
• ▹Spot recurring issues and partner with Engineering and Product to fix them at the source (doc fix, SDK improvement, clearer error message, small product change)
• ▹Be a calm, technical presence when a customer's production is degraded, and a thoughtful voice in the post-incident debrief
• ▹Help drive momentum when something is stuck and no single team owns the problem

Requirements

• ▹6+ years supporting developers at a B2B SaaS company (e.g. Stripe, Twilio, Vercel, Segment, Auth0/Okta, Plaid, Cloudflare, Datadog, Linear, Sentry, PostHog, Resend, Clerk, WorkOS, Supabase, Pinecone, Algolia, LaunchDarkly, Speakeasy)
• ▹Customers have been developers (people building products on top of an API) rather than business users on a dashboard
• ▹Comfortable in code: a software engineer background and fluency in at least one of Python, JS/TS or Go, enough to follow a stack trace, scan an SDK file and point a customer to the line that matters
• ▹Use of curl and Postman without thinking, SQL when needed, and comfort with tools like Datadog or Grafana
• ▹Deliberate use of AI as part of the craft: workflows shipped in the last six months and their measurable impact
• ▹Experience shaping how a team operates (e.g. introducing a runbook, starting the on-call rotation, standing up an AI triage layer, retiring a recurring class of tickets)
• ▹Excellent written English, writing to engineers at some of the world's most demanding companies

Nice to have

• ▹Having been one of the first 1-5 hires in a support function, or having watched a company scale from under 50 to over 200
• ▹Helped run or contribute to a developer community (Discord, Slack Connect, a forum)
• ▹Built small internal tools yourself (a Retool app, a Slack bot, a quick script to pull a customer's recent traffic)
• ▹French or other European languages

Soft skills

About the company

Prelude is redefining how companies authenticate and onboard users: its flagship product sends OTP codes with the best price-to-conversion ratio on the market, dynamically selecting the best channel in real time (SMS, WhatsApp and more) while blocking spam and fraud that legacy providers miss. Founded in 2022 by former Zenly team members, the Paris-based team of about 60 already serves fast-growing companies across Europe and is expanding into the US.