Duffel The Technical Support Engineer (API) provides high-quality customer support for Duffel’s technical products, responding to and escalating technical issues. They collaborate with internal teams and maintain product support documentation.
Responsibilities
Develop a strong understanding of Duffel’s products and share your knowledge with customers and internal teams
Respond to and, where needed, escalate technical support requests submitted via email or chat
Explain technical concepts clearly so customers can confidently use our products
Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations
Create and maintain product support documentation to help customers find answers independently
Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues
Share common support trends and insights to help inform product improvements and future development
Why You’ll Love Working at Duffel
We believe in true ownership. That’s why every permanent employee gets equity in the business.
Qualification
A professionalCuriosity and a problem-solving mindset
Required
Ability to learn and clearly explain a technical product or concept
Strong written communication skills in English
Experience delivering high-quality customer support for a technical product, or transferable experience in a customer-facing role
Experience supporting business customers in a B2B environment, or willingness to develop this experience
A professional, approachable communication style and a genuine willingness to help others
Confidence communicating with a wide range of stakeholders across different roles and levels of experience
Curiosity and a problem-solving mindset
Familiarity with support tools such as Zendesk and Jira (or similar platforms)
Preferred
Experience in a customer support role within the travel industry
