Head of Technical Support
Core
Lead a team of Technical Support Engineers to ensure quality, effectiveness, and development of the support function for Duffel's API platform serving business customers.
Role type
Senior management IC (Head of Technical Support)
Builds
A dependable support operation for a global travel infrastructure API platform
Domain
Travel technology / API infrastructure
Deliverable
production ML models | product features | dashboards & analysis | client delivery | infrastructure
Required skills
Team leadership and development, API technical investigation (HTTP, webhooks, authentication), SQL and scripting, handling high-impact customer escalations, cross-functional collaboration with Engineering and Product, data-driven decision making
Preferred skills
Experience with API platforms or developer products, leading support across time zones, improving support tooling and automation
Technologies
HTTP, SQL, logs, scripts, API integrations
Responsibilities
Lead and develop the technical support team, establish support quality standards and processes, manage significant customer escalations, improve support tooling and documentation, collaborate with Engineering and Product to reduce customer friction, monitor support performance metrics
Seniority
Senior, hands-on IC with management responsibilities
