Senior Customer Support Engineer US/CA/LATAM
Prelude · Remote · Remote ·
COMPENSATION
€•• – ••k
Listed on the employer's job board (Ashby)
- Senior level role
- Fully remote (US/CA/LATAM)
- B2B SaaS environment
- Python, JS/TS, or Go
- AI workflow integration
Join Prelude as one of the first senior support hires, shaping the function while supporting developers who integrate SDKs and debug webhooks. You will work closely with engineering to resolve complex API issues, proactively monitor key accounts, and implement AI-driven workflows to enhance support efficiency.
The team values ownership and action, operating with a flat structure to maintain speed and quality. You will help define runbooks, escalation paths, and SLAs, ensuring a smooth experience for clients ranging from startups to large enterprises.
What you'll do
- Triage and resolve technical issues for developers using SDKs and APIs
- Onboard new customers and ensure smooth integration into production
- Monitor key accounts to identify usage anomalies and optimization opportunities
- Reproduce customer code issues using curl, Postman, and SDK source analysis
- Build support foundations including runbooks, on-call rotations, and SLAs
- Implement AI tools for triage automation and log analysis
- Collaborate with Engineering and Product to fix recurring issues at the source
What you'll need
- At least 6 years of experience supporting developers in B2B SaaS
- Proficiency in Python, JavaScript/TypeScript, or Go for debugging
- Comfortable using SQL, Datadog, Grafana, curl, and Postman
- Proven experience deploying AI workflows in production environments
- Excellent written English communication skills
- Experience shaping support operations or introducing new processes
Nice to have
- One of the first five hires in a previous support function
- Experience managing developer communities on Discord or Slack
- Ability to build small internal tools like Retool apps or Slack bots
- Fluency in French or other European languages
Stack
- Prelude
- Python
- JavaScript
- TypeScript
- Go
- SQL
- Datadog
- Grafana
- Claude
- GPT
How you'll work
- Fuly remote for candidates in US, Canada, or LATAM
- In-person collaboration valued but not required daily
- On-call rotation participation expected
Hiring process
- 30-minute interview with Talent team
- 60-minute interview with co-founder Quentin
- 90-minute technical session with Engineering and Support
- 60-minute interview with CEO