Senior Customer Support Engineer

About the role

Prelude is looking for a Senior Customer Support Engineer to own end‑to‑end technical support for its developer customers. You will shape the support function from the ground up, working closely with engineering, product, and sales to ensure smooth integrations and high‑quality service.

Key responsibilities

• Provide technical support for developers integrating SDKs, debugging webhooks, and using the API.
• Onboard new customers together with Sales and Engineering, ensuring a smooth first weeks in production.
• Proactively monitor key accounts, spot usage anomalies, and suggest optimisations.
• Reproduce customer integrations, run curl calls, read SDK source and deliver clear, actionable answers.
• Help build support foundations: runbooks, on‑call rotation, escalation paths, SLAs, and status communication.
• Integrate AI tools (Claude, GPT) into triage, log analysis and response drafting to improve efficiency.
• Identify recurring issues and partner with Engineering/Product to fix them at the source.
• Act as a calm technical presence during incidents and contribute to post‑incident debriefs.

Required profile

• 6+ years of developer‑focused support at a B2B SaaS company (e.g., Stripe, Twilio, Auth0).
• Strong software engineering background; fluent in at least Python, JavaScript/TypeScript, or Go.
• Hands‑on experience using curl, Postman, SQL and monitoring tools such as Datadog or Grafana.
• Proven track record of building support processes (runbooks, on‑call, AI triage).
• Excellent written English; additional European languages are a plus.

Required skills

• Python
• JavaScript / TypeScript
• Go
• curl
• Postman
• SQL
• Datadog
• Grafana
• Claude or GPT integration
• Retool
• Slack bot development