Senior Customer Support Engineer US/CA/LATAM

About the role

This is more than a typical support role. You’ll be one of the first senior support hires at Prelude, with real ownership over how the function takes shape as we grow.

When a developer at Voodoo is debugging a webhook signature, when X sees unexpected 429s in production, when Tipalti walks through a retry policy with us, or when Suno is troubleshooting a delivery rate dip in our API logs, you’re the person on the other end. You set the tone for how Prelude shows up: technically sharp, calm under pressure, and genuinely useful when something is on fire.

You won’t inherit a finished playbook. You’ll help shape it, alongside a team that’s excited to learn from you as much as it wants to support your growth here.

What you’ll do

• Own end-to-end technical support for our developer customers: engineers integrating our SDKs, debugging webhooks, exploring our API logs, asking thoughtful questions about rate limits and retry behavior. You’ll triage, investigate, and resolve issues, working closely with Engineering whenever a fix or deeper dive is needed.
• Help onboard our 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 to look for ways to improve their experience and optimize their 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 our clients’ businesses work and how their end-users interact with our platform. The more context you carry, the sharper the help you offer, and the more useful the signal you can route back to Product.
• Get into our customers’ code. Reproduce their integrations, run their curl calls, read our SDK source when their stack trace points there, and send back answers that include the exact request, the response, and a clear explanation of what happened, not just “we’re looking into it.”
• Help us build the foundations of our support function as we scale: runbooks, on-call rotation, escalation paths, SLAs, internal triage, customer-facing status communication. A lot of this is still being defined, and your judgment on what it should look like is welcome from day one.
• Bring AI into the workflow from week one. We’d love to hear about specific workflows you’ve shipped, like triage automation, log-analysis loops, response drafting, or custom Claude or GPT integrations against internal tools, and the leverage they created for your team (hours saved per week, tickets pre-classified, faster resolution times).
• Spot recurring issues and partner with Engineering and Product to fix them at the source. The best ticket is one that never has to be filed again: a doc fix, an SDK improvement, a clearer error message, a small product change.
• Be a calm, technical presence when a customer’s production is degraded, and a thoughtful voice in the post-incident debrief the next morning. Help drive momentum when something is stuck. We rely on senior teammates to move things forward when no single team owns the problem.

What we’re looking for

6+ years supporting developers at a B2B SaaS company, somewhere like Stripe, Twilio, Vercel, Segment, Auth0/Okta, Plaid, Cloudflare, Datadog, Linear, Sentry, PostHog, Resend, Clerk, WorkOS, Supabase, Pinecone, Algolia, LaunchDarkly, or Speakeasy. Your customers have been developers (people building products on top of an API) rather than business users on a dashboard.

You’re comfortable in code. You have a software engineer background and can write at least one of Python, JS/TS, or Go fluently enough to follow a stack trace, scan an SDK file, and point a customer toward the line that matters. You use curl and Postman without thinking about it, write SQL when you need to, and feel at home in tools like Datadog or Grafana.

You use AI deliberately as part of your craft. We’d love to hear about workflows you’ve shipped in the last six months (internal tools, triage layers, log-analysis loops, custom Claude/GPT setups) and the measurable impact they’ve had. Less interested in whether you’ve experimented; more interested in what you’ve put into production.

You’ve shaped how a team operates. Maybe you introduced a runbook, started the on-call rotation, stood up an AI triage layer, or partnered with engineering to retire a recurring class of tickets. We pay attention to what you’ve built and changed, not just how long you’ve been doing the work.

You bring momentum. You’re patient with people and impatient with stuck systems, comfortable pushing for resolution when customers are waiting, without losing your sense of humor.

Excellent written English. You’ll be writing to engineers at some of the world’s most demanding companies. French or other European languages are a bonus, not a requirement.

Bonus points

You’ve been one of the first 1–5 hires in a support function before, or you’ve watched a company scale from under 50 to over 200 and have a feel for what “good” looks like at each stage.

You’ve helped run or contribute to a developer community (Discord, Slack Connect, a forum) and enjoy turning a confused integrator into a power user.

You’ve built small internal tools yourself: a Retool app, a Slack bot, a quick script to pull a customer’s recent traffic before you reply. You’d rather build than wait.

Is this you?If you’ve spent the last few years deep in developer-facing support, you reach for AI to amplify your work rather than admire it from a distance, and you’re excited about being the person who helps define what great support looks like at a fast-growing company, we’d love to talk.

Interview process

• 30 minutes with Talent.
• 60 minutes with our co-founder, Quentin.
• 60 minutes with Engineering and Support. Come ready to share a ticket you’d love to revisit, an AI workflow you’re proud of, or an incident you helped run. We enjoy going deep.
• 60 minutes with our CEO.