Senior Customer Support Engineer
New
P
PreludeDeveloper Tools
US/CA/LATAMFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 6+ years
- Required Skills
- PythonSQLArtificial IntelligenceJavascriptTypeScriptGoGrafanaRESTful APIsDatadogPostman
Requirements
- 6+ years of experience in developer-facing support at a B2B SaaS company.
- Fluency in at least one of Python, JS/TS, or Go to review stack traces and SDK source code.
- Proficiency with tools such as curl, Postman, SQL, Datadog, or Grafana.
- Demonstrable experience shipping and productionizing AI-powered support workflows.
- Experience building or scaling support functions, such as implementing runbooks or on-call rotations.
- Excellent written English communication skills.
- Ability to work effectively in a high-growth startup environment.
Responsibilities
- Own end-to-end technical support for developer customers, including SDK integration and API debugging.
- Triage, investigate, and resolve customer issues in partnership with Engineering.
- Support new customer onboarding and partner with Sales and Engineering to ensure successful production integration.
- Proactively monitor key accounts to identify usage anomalies and integration improvement opportunities.
- Develop and maintain support foundations such as runbooks, on-call rotations, and SLA processes.
- Implement and leverage AI workflows for triage, log analysis, and response drafting.
- Collaborate with Product and Engineering to translate recurring support issues into long-term product or documentation fixes.
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