Technical Support Engineer (API)

Duffel
New York
Workplace: HybridFull timeFunction: Customer Support (Service Desk)Skills: ["Communication","Problem-solving","Curiosity","Stakeholder management","Approachable communication"]

Provide technical support for Duffel’s API-powered travel products, helping customers understand and use the platform confidently. Triage inbound requests from email and chat, escalating when needed, and communicate clearly and professionally. Build and maintain product support documentation, collaborate with technical teams and travel suppliers to resolve issues, and share support trends to improve products and future development.

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FursaFursa
Duffel
Duffel
1 week ago

Technical Support Engineer (API)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 8 hours agoStatus: Live

Job Summary

Provide technical support for Duffel’s API-powered travel products, helping customers understand and use the platform confidently. Triage inbound requests from email and chat, escalating when needed, and communicate clearly and professionally. Build and maintain product support documentation, collaborate with technical teams and travel suppliers to resolve issues, and share support trends to improve products and future development.
Location: New York
Workplace: Hybrid
Employment Type: Full time
Job Function: Customer Support (Service Desk)

Key Responsibilities

  • •Develop a strong understanding of Duffel’s products and share knowledge with customers and internal teams.
  • •Respond to technical support requests submitted via email or chat, escalating when needed.
  • •Explain technical concepts clearly so customers can confidently use Duffel products.
  • •Create and maintain product support documentation to help customers find answers independently.
  • •Collaborate with technical teams and travel suppliers to resolve customer issues and share support insights for product improvements.

Key Requirements

  • •Ability to learn and clearly explain technical product concepts to others.
  • •Strong written communication skills in English.
  • •Experience delivering high-quality customer support for a technical product, or transferable customer-facing experience.
  • •Experience supporting business customers in a B2B environment, or willingness to develop this experience.
  • •Familiarity with support tools such as Zendesk and Jira (or similar platforms).
Skills:CommunicationProblem-solvingCuriosityStakeholder managementApproachable communication
Languages:English
Tech Stack:APIZendeskJiraEmailChat

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