Senior Customer Support Engineer US/CA/LATAM

Responsibilities

• 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…
• 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,…
• 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.

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