Head of Technical Support

The role

You will lead a team of Technical Support Engineers and take responsibility for the quality, effectiveness and development of the function. You will build a team that combines technical investigation with customer communication to support growing integrations.

What you will do

• Lead and develop the team through coaching, feedback, and career development.
• Hire and onboard engineers as the team grows.
• Establish standards for technical investigation, written communication, and case ownership.
• Improve triage, prioritisation, queue management, handovers and escalation paths.
• Plan staffing and coverage around customer needs and service commitments.
• Help engineers investigate API behaviour, interpret logs and request traces.
• Coordinate the support response for significant customer escalations.
• Provide Engineering with actionable escalation reports with evidence and reproduction steps.
• Identify recurring problems and provide recommendations for Product and Engineering.
• Develop troubleshooting guides, internal knowledge, customer documentation and useful tooling.

Required qualifications

• 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.
• Comfort working with logs, SQL and scripts to investigate problems or improve support workflows.
• Experience handling consequential customer escalations.
• 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.

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.

Benefits

• Equity in the business
• Travel Allowance
• Work From Anywhere flexibility
• Sabbatical Policy
• Electric Car Scheme
• Flexible bank holidays
• Generous family leave
• Dedicated volunteering day
• Paid study days
• Pension
• Cycle-to-work scheme
• Private healthcare

Before you apply

• Recruiter Screen
• Hiring Manager Chat
• Technical Case Study
• Final Stage Interview

About the company

Duffel is rebuilding the infrastructure underpinning the global travel industry. They are backed by Benchmark, Blossom, Index Ventures, and Kima Ventures and were born out of Y Combinator (S18).