Prelude · Remote
Senior Customer Support Engineer US/CA/LATAM
About Prelude Prelude is redefining how companies authenticate and onboard users - turning what's traditionally a cost center into a growth lever. Our flagshi...
About Prelude
Prelude is redefining how companies authenticate and onboard users - turning what's traditionally a cost center into a growth
lever.
Our flagship product lets businesses send OTP codes with the best price-to-conversion ratio on the market, dynamically selecting
the most effective channel in real time (optimized SMS, WhatsApp, and more) while actively blocking spam and fraud that legacy
providers miss.
Founded in 2022 by former Zenly team members who lived the pain of broken SMS authentication firsthand, we're already serving
fast-growing companies across Europe and are expanding into the US.
But authentication is only the starting point - we're building the platform for trust at scale, with an ambitious roadmap of
market-defining products ahead.
Why join us
Today, we're a team of 60 and growing, based in Paris, building products that power secure and high-performance user onboarding
for companies across the world. We believe small, highly skilled teams outperform large, fragmented organizations, and we are
intentional about staying focused on impact, quality, and speed.
We operate with a flat org structure and value in-person collaboration, which helps ideas move faster, decisions stay grounded,
and teams take full ownership of what they build.
Our values
- Care
We care deeply about our customers, our teammates, and the quality and reliability of what we ship.
- Bias for Action
We move fast, test in the real world, and iterate quickly rather than over-optimizing in theory.
- Ownership
We take responsibility end to end, from identifying problems to delivering outcomes and learning from results.
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.
Roll
Senior Customer Support Engineer US/CA/LATAM
Plats
Publicerad
18 juni
Sista ansökningsdag
16 augusti