Customer Success Engineer

We are making travel effortless. Join us.

Whether it’s to visit the people closest to us, starting an exciting adventure, or a career-defining business trip, travel is an essential part of our lives. Yet we've all experienced the aches and pains of getting to our destination. Today, more than 4 billion airline passengers rely on technology that hasn't kept up with the expectations of the modern connected traveller.

That’s why we’ve started to rebuild the infrastructure that underpins the travel industry. We’re on a mission to unravel travel — simplifying systems and building the tools that will make the future of travel effortless.

We were part of Y Combinator S18's cohort and we are backed by Benchmark, Blossom, Index Ventures and Kima Ventures. A fantastic set of investors that has helped build some of the world's largest companies.

Something to consider when reading this job advert

We know people engage with job adverts differently. Some will view it as a checklist that needs to be at 100% before applying; others will see 60% as good enough. If you think you have what it takes but don't necessarily meet all the requirements on the job description, please still get in touch. We'd love to have a chat, learn more about you and see if it could be a great fit.

Go to Market Team at Duffel

We are a small and scrappy team that signs and manages win-win partnerships with businesses that want to sell travel to their users. We are the engine that grows Duffel and are on the front line engaging with our customers every day. You can have a big impact if you are a self-starter who enjoys helping customers solve challenging problems and like to go deep in the weeds to analyze and solve technical problems.

What we're looking for in you

• Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field.
• 5+ years supporting enterprise customers as a Customer Support Engineer or in a similar technical support role
• Experience integrating RESTful APIs, debugging integration issues, writing scripts and SQL queries.
• Ability to read (and ideally write) 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 to achieve desired results; have sound judgment and business acumen.
• Excellent communication skills with ability to express complex business and technology issues in a clear way.
• Operational mindset: you’re eager to build processes for yourself and the team to maximise productivity.
• Strong analytical skills: you enjoy digging into data to find insights and drive decisions
• Experience working in cross-functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy
• Track record of engaging effectively with customer staff of all career levels
• A plus: Knowledge of travel technology - specifically airline and/or hotel distribution systems

What you will do

• Answer customers’ product and technology questions on topics such as API features, travel booking errors, and payment procedures
• Maintain deep technical knowledge of the Duffel platform to educate customers on best practices
• Establish and manage best practices to onboard and engage customers with sound and robust processes
• Assist Go-to-Market team colleagues with customer product inquiries and escalations
• Communicate proactively with strategic customers as their primary point of contact at Duffel, keeping the customers engaged and maximizing the use of our services and solutions
• Develop KPIs with each customer to measure and optimize business and technical performance
• Analyse customers’ needs and suggest upgrades or additional features to meet their requirements
• Champion product needs within Duffel to inform our technology strategy and roadmap
• Occasionally attend industry events such as conventions, panels, and forums to advocate for Duffel and enhance our brand by showcasing our expertise in our business segment.

What you can expect from us

We’re dedicated to your personal growth. Our environment is comfortable physically, but also in that our ears are always open to any ideas, concerns and questions. We believe that everyone should have pride in their work, taking full ownership of it and its impact. That’s why everyone who joins Duffel owns a share of the company.

We are an equal opportunities employer. We believe that the key to our success is employing a diverse team, that’s why recruitment decisions are only based on your experience and skills. We value your ability to problem solve and build amazing things so we welcome applications for everyone – regardless of age, sex, disability, sexual orientation, race, religion or belief.

Note to recruitment agencies

Duffel does not accept speculative CV's from external parties. Any unsolicited CV's sent to us will be treated as property of Duffel, and any attached terms and conditions associated with these CV's will be null and void.