Head of Technical Support

Duffel
London
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Coaching","Communication","Judgement","Collaboration","Hiring"]

Lead the Technical Support team to ensure high-quality technical investigations and clear, dependable customer communication as integrations scale. Own support quality and build a reliable support operation, including triage, prioritisation, queue management, handovers, and escalation paths. Deepen technical capability across APIs, HTTP, authentication, webhooks, and troubleshooting using logs and traces, while driving continuous improvements to product, documentation, and tooling based on support evidence.

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Duffel
Duffel
1 day ago

Head of Technical Support

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Source: Company careers pageValidated by: Fursa AI
Last checked: 19 hours agoStatus: Live

Job Summary

Lead the Technical Support team to ensure high-quality technical investigations and clear, dependable customer communication as integrations scale. Own support quality and build a reliable support operation, including triage, prioritisation, queue management, handovers, and escalation paths. Deepen technical capability across APIs, HTTP, authentication, webhooks, and troubleshooting using logs and traces, while driving continuous improvements to product, documentation, and tooling based on support evidence.
Location: London
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)
Seniority: Manager level

Key Responsibilities

  • •Lead and develop the Technical Support team: set expectations, coach engineers, address performance, and hire and onboard as the team grows.
  • •Own support quality by establishing standards for technical investigation, written communication, case ownership, and follow-through.
  • •Build a dependable support operation by improving triage, prioritisation, queue management, handovers, and escalation paths; plan staffing and coverage.
  • •Strengthen technical capability by guiding investigations into API behaviour, interpreting logs and request traces, reproducing integration issues, and separating customer configuration from platform/supplier issues.
  • •Lead significant customer escalations and use evidence to drive product and operational improvements, including turning recurring problems into recommendations and tracking whether changes reduce customer friction.

Pay and Benefits

Perks:Remote WorkTravel AllowanceSabbaticalsLearning BudgetVolunteering DayElectric CarCycle SchemeParental LeavePensionLoansEye Tests

Key Requirements

  • •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 practical depth to guide investigations.
  • •Comfort working with logs, SQL, and scripts to investigate problems and improve support workflows.
  • •Experience handling consequential customer escalations where the cause or resolution may be initially uncertain.
Skills:CoachingCommunicationJudgementCollaborationHiring
Tech Stack:APIsHTTPAuthenticationWebhooksIntegrationsLogsSQLScriptsAutomationAI

Company Brief

Duffel
Provides a developer-first platform and API for booking flights and travel inventory, enabling businesses to search, book, and manage airline content through a single integration.
Industry: API Platforms
Company Size: Large (251 to 1,000 employees)
Growth: Scaleup
Headquarters: London, United Kingdom
Founded: 2016
Website