Duffel

Senior Customer Success Engineer - API

London. Posted 8 months ago

The role

You will provide expert technical support to large customers and suggest ways to use APIs to build travel experiences. You will collaborate with Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience.

What you will do

  • Communicate proactively with strategic customers as their primary point of contact
  • Manage the implementation process for customers building on Duffel's API tools
  • Answer product questions and resolve API issues via email, slack, and zoom
  • Support the Duffel sales team on technical review calls with prospective customers
  • Maintain deep technical knowledge of the Duffel platform to educate customers
  • Establish and manage best practices to onboard and engage customers
  • Develop KPIs with each customer to measure and optimize performance
  • Analyse customers' needs and advise on API usage
  • Champion product needs to inform technology strategy and roadmap

Required qualifications

  • Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field
  • 5+ years in tech support helping enterprise customers use a RESTful API product
  • Experience integrating APIs, debugging integration issues, writing scripts and SQL queries
  • Ability to read code in multiple programming languages
  • Track record of expeditiously answering and solving product related questions
  • Eager to embrace the culture and objectives of a fast moving startup
  • Able to handle diverse responsibilities and work independently
  • Excellent communication skills
  • Operational mindset
  • Strong analytical skills
  • Experience working in cross-functional teams
  • Track record of engaging effectively with customer staff of all career levels

Nice to have

  • Knowledge of travel technology - specifically airline and/or hotel distribution systems
  • Ability to write code in multiple programming languages

Benefits

  • Work From Anywhere
  • Duffel Travel Allowance
  • Generous Parental Leave
  • Sabbatical opportunities
  • x2 Days Hybrid at our Shoreditch office + team socials
  • Competitive package + equity
  • Everyone who joins Duffel owns a share of the company

About the company

Duffel is rebuilding the infrastructure that underpins the travel industry to make travel effortless. They were part of Y Combinator S18's cohort and are backed by Benchmark, Blossom, Index Ventures and Kima Ventures.