Head of Technical Support

Join Duffel as the Head of Technical Support, where you'll lead a team of Technical Support Engineers and be responsible for the quality, effectiveness, and development of the function. You'll coach engineers, establish effective ways of working, and ensure customers receive dependable support as their integrations grow in complexity and scale. You'll work closely with Engineering, Product, Partner Engineering, Partner Management, and Travel Operations.

About Duffel

Experience in travel technology, payments or another industry with complex external dependencies

Responsibilities

• Lead and develop a team of Technical Support Engineers, ensuring high-quality support and effective communication with customers.
• Establish standards for technical investigation, written communication, case ownership, and follow-through, ensuring customers understand the support process.
• Collaborate with Engineering, Product, and other teams to improve the product based on support feedback and address recurring problems.
• 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
• Improving support tooling, knowledge management, self-service or automation

Requirements

• Evidence of effective hiring, coaching, performance management and delegation
• 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
• A track record of improving both customer outcomes and how a support function operates
• Sound judgement about urgency, customer impact and competing priorities
• 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 managing and developing a technical support or support engineering team serving business customers
• You don’t need to have worked in travel or held this exact title. We’re interested in the teams you’ve developed, the problems you’ve solved and the judgement you bring
• Supporting an API platform, developer product or infrastructure business
• Working with enterprise customers running important production integrations
• Leading support across different time zones