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Head of Technical Support
Contract type
Ongoing
Work mode
Hybrid · 2 days/week in office · London, United Kingdom
Experience
Lead / principal · Not stated
Level inferred from job title
Job description
Head of Technical Support at Duffel, leading a team of Technical Support Engineers responsible for API troubleshooting, customer escalations and support quality for business customers. The role focuses on building a dependable support function and turning support learnings into product improvements.
At a glance
- Employment
- Full-time · Employee (employment agreement)
- Work mode
- Hybrid · 2 days/week in office · London, United Kingdom
What you'll do
- Lead and develop the team: set clear expectations, provide regular coaching and feedback, support career development, address performance issues constructively, and hire and onboard engineers as the team grows.
- Own support quality: establish standards for technical investigation, written communication, case ownership and follow-through; ensure customers understand what is happening, what comes next and who is responsible.
- Build a dependable support operation: improve triage, prioritisation, queue management, handovers and escalation paths; plan staffing and coverage around customer needs and agreed service commitments.
- Strengthen technical capability: help engineers investigate API behaviour, interpret logs and request traces, reproduce integration issues and distinguish customer configuration problems from platform or supplier issues.
- Lead significant customer escalations: coordinate the support response, establish customer impact and keep communication clear through to resolution; work with Engineering on diagnosis and recovery.
- Make collaboration effective: give Engineering actionable escalation reports with evidence, reproduction steps and impact; work with Travel Operations on booking and supplier issues and with implementation teams on new integrations.
- Improve the product through support: identify recurring problems and turn them into clear recommendations for Product and Engineering; track whether fixes, documentation and product changes reduce customer friction.
- Make support easier to deliver: develop troubleshooting guides, internal knowledge, customer documentation and useful tooling; apply automation and AI where they improve accuracy, speed and access to help.
- Use evidence to guide decisions: monitor response and resolution performance, ageing work, reopened cases, customer feedback and team capacity to prioritise improvements and make recommendations about investment.
What we're looking for
- Experience managing and developing a technical support or support engineering team serving business customers.
- A track record of improving both customer outcomes and how a support function operates.
- Strong technical understanding of APIs, HTTP, authentication, webhooks and integrations, with enough practical depth to guide investigations and earn the trust of engineers.
- Comfort working with logs, SQL and scripts to investigate problems or improve support workflows.
- Experience handling consequential customer escalations, including situations where the cause or resolution is initially uncertain.
- Ability to explain technical issues to developers, business stakeholders and senior leaders.
- Sound judgement about urgency, customer impact and competing priorities.
- Evidence of effective hiring, coaching, performance management and delegation.
- The ability to influence Product, Engineering and commercial teams through clear reasoning and useful evidence.
- Comfort building and improving a function in a growing company, while remaining involved in its day-to-day work.
Nice to have
- Supporting an API platform, developer product or infrastructure business.
- Working with enterprise customers running important production integrations.
- Leading support across different time zones.
- Improving support tooling, knowledge management, self-service or automation.
- Experience in travel technology, payments or another industry with complex external dependencies.
Your team
Technical Support
Technical Support owns day-to-day API questions, troubleshooting and the customer support response to technical incidents.
Benefits
- Equity in the business for every permanent employee
- Travel Allowance
- Work From Anywhere flexibility and Sabbatical Policy
- Electric Car Scheme
- Flexible bank holidays, generous family leave, and a dedicated volunteering day
- Paid study days, pension and cycle-to-work scheme
- Private healthcare, eye test cover, and season ticket loans
- Family Leave (maternity, paternity and adoption): 26 weeks fully paid
How to get hired
- 1Recruiter Screen
- 2Hiring Manager Chat
- 3Technical Case Study
- 4Final Stage Interview
Apply
About Duffel
We're Making Travel Effortless. Join Us.
Duffel is rebuilding the infrastructure underpinning the global travel industry, backed by top-tier investors and born out of Y Combinator (S18).
Mission
Rebuilding the infrastructure underpinning the global travel industry and simplifying complex systems to build the future of travel.
Key facts
- Shoreditch, London
- Travel technology
- Backed by Benchmark, Blossom, Index Ventures, and Kima Ventures
- Born out of Y Combinator (S18)
- Over 4 billion airline passengers rely on tech that hasn't changed in decades
Partners & customers
BenchmarkBlossomIndex VenturesKima VenturesY Combinator
What they value
- True ownership