Senior Customer Support Engineer - LATAM

The role

You will provide end-to-end technical support for developer customers by debugging SDKs, webhooks, and API logs. You will also help onboard new customers, monitor key accounts, and help build the foundations of the support function.

What you will do

• Own end-to-end technical support for developer customers
• Triage, investigate, and resolve issues with Engineering
• Help onboard new customers by partnering with Sales and Engineering
• Proactively monitor key accounts to optimize usage
• Reproduce customer integrations and read SDK source code
• Build support foundations including runbooks, on-call rotation, and SLAs
• Bring AI into the workflow for triage and analysis
• Partner with Engineering and Product to fix recurring issues at the source
• Provide technical presence during production degradations

Required qualifications

• 6+ years supporting developers at a B2B SaaS company
• Software engineer background
• Fluent in at least one of Python, JS/TS, or Go
• Proficient with curl and Postman
• Ability to write SQL
• Experience with tools like Datadog or Grafana
• Experience using AI in workflows with measurable impact
• Experience shaping how a team operates
• Excellent written English

Nice to have

• French or other European languages
• Experience as one of the first 1–5 hires in a support function
• Experience watching a company scale from under 50 to over 200
• Experience running or contributing to a developer community
• Experience building small internal tools like Retool apps or Slack bots

About the company

Prelude is a team of 60 based in Paris that builds products for secure and high-performance user onboarding. They provide an authentication platform that optimizes SMS, WhatsApp, and other channels while blocking spam and fraud.