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Duffel

Technical Support Engineer, API

Duffel

. Develop a strong understanding of Duffel’s products and share knowledge with customers and internal teams .

Posted 10/16/2026full-timeNew York City • New York • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit
Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong written communication skills and the ability to explain technical concepts clearly to customers. Possesses experience in delivering high-quality customer support in a B2B environment, with a focus on collaboration and problem-solving.

Highest-signal resume keywords
Technical Product SupportCustomer Support ExperienceWritten Communication SkillsFamiliarity With ZendeskProblem-Solving Mindset

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills
Technical Product KnowledgeCustomer SupportB2B Support ExperienceDocumentation CreationTechnical Concept Explanation
Soft Skills
Professional CommunicationApproachable StyleCuriosityWillingness To HelpConfidence In Communication
Tools & Technologies
ZendeskJira
Industry Keywords
Travel Industry ExperienceCustomer-Facing ExperienceSupport Trends Analysis

About the role

Key responsibilities & impact
  • Develop a strong understanding of Duffel’s products and share knowledge with customers and internal teams
  • Respond to and escalate technical support requests submitted via email or chat
  • Explain technical concepts clearly so customers can confidently use Duffel’s products
  • Communicate with customers in a timely, professional, and clear manner
  • Create and maintain product support documentation
  • Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues
  • Share support trends and insights to inform product improvements and future development

Requirements

What you’ll need
  • Ability to learn and clearly explain a technical product or concept
  • 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
  • Professional, approachable communication style and genuine willingness to help others
  • Confidence communicating with stakeholders across different roles and experience levels
  • Curiosity and problem-solving mindset
  • Familiarity with support tools such as Zendesk and Jira or similar platforms
  • Experience in a customer support role within the travel industry is nice to have
  • Must be willing to work hybrid, with two days onsite in the New York office
  • Must address US work authorization/visa sponsorship requirements

Benefits

Comp & perks
  • Equity for every permanent employee
  • Travel allowance
  • Work from anywhere flexibility
  • Sabbatical policy
  • Electric car scheme with eco-friendly tax savings
  • Flexible bank holidays
  • Generous family leave
  • Dedicated volunteering day
  • Paid study days
  • Pension
  • Cycle-to-work scheme
  • Private healthcare
  • Eye test cover
  • Season ticket loans
  • Maternity, paternity and adoption leave