Senior Customer Support Engineer

Responsibilities

• Own end-to-end technical support for developer customers, including debugging webhooks, API logs, and SDK integrations.
• Partner with Sales and Engineering to onboard new customers and ensure smooth production integrations.
• Proactively monitor key accounts to identify usage anomalies and optimize customer experience.
• Build the foundations of the support function, including runbooks, on-call rotations, and escalation paths.
• Integrate AI workflows into support processes to automate triage and log analysis.

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 tools like curl, Postman, SQL, Datadog, or Grafana.

Preferred Qualifications

• Experience as an early hire in a support function during company scaling.
• Experience managing or contributing to developer communities (Discord, Slack).
• Ability to build internal tools using Retool, Slack bots, or custom scripts.

About the Company

Prelude is redefining how companies authenticate and onboard users by providing a high-performance platform for secure user onboarding, optimizing SMS, WhatsApp, and other channels while blocking fraud.