Senior Customer Support Engineer

Prelude Job Opportunity

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.

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

After achieving incredible revenue results in 2025, Prelude is scaling internationally and growing fast. We want to ensure top tier customer support - and we're hiring someone who won't just act as a bridge in resolving any issues or actioning feedback, but someone who will help our clients unlock the value Prelude can offer them.

What Will You Do?

• Own end-to-end support for a portfolio of our clients (we're a tech for tech B2B company with high touch support, but our clients are typically B2C - and the product we've built touches all of their users)

• Helping to onboard our new customers, working closely with Sales and Engineering

• Proactively monitoring key accounts to look for ways to improve their experience and optimize their usage of Prelude

• Triage, investigate and resolve issues, working closely with Engineering as needed

• Develop a deep understanding of how our clients' businesses work, and how their customers interact with our platform

• Build and maintain support documentation, FAQs, and self-serve resources

• Identify patterns in client feedback and surface actionable insights to the product team

• Contribute to shaping our support processes and tooling as we scale, to ensure we're set up for success

• Occasionally working on call hours (1 week per month)

What Are We Looking For?

• A few years experience in customer support, client success, or technical support, ideally in a B2B SaaS environment

• Problem solving and curiosity - you'll enjoy digging into why and how things have happened, and be able to propose both short-term fixes and longer-term improvements

• Proactivity and organization, ensuring we keep putting customers and their needs first

• Excellent written and verbal communication skills, able to adapt to technical and non-technical audiences

• Excellent English - additional language skills (French, Spanish, etc) is helpful

• Comfortable working with support tooling and picking up new software quickly

• Familiarity reading basic API logs or understanding technical error messages

• Ideally - you've touched tools like Metabase, Retool, ClickHouse in the past, and enjoy using AI or other tools to automate wherever possible

Interview Process

• 30 mins with Talent

• 45 mins meet with our co-founder, Quentin

• 60 mins with Engineering and Support

• 60 mins with CEO