Technical Support Engineer

Who you are

• 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 experience in a customer-facing role
• Experience supporting business customers in a B2B environment, or willingness to develop this experience
• A professional, approachable communication style and a genuine willingness to help others
• Confidence communicating with a wide range of stakeholders across different roles and levels of experience
• Curiosity and a problem-solving mindset
• Familiarity with support tools such as Zendesk and Jira (or similar platforms)
• Nice to have: experience in a customer support role within the travel industry
• 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

What the job involves

• Develop a strong understanding of Duffel’s products and share your knowledge with customers and internal teams
• Respond to and, where needed, escalate technical support requests submitted via email or chat
• Explain technical concepts clearly so customers can confidently use our products
• Communicate with customers in a timely, professional, and clear manner to meet internal and customer service expectations
• Create and maintain product support documentation to help customers find answers independently
• Collaborate with Duffel’s technical teams and travel suppliers to resolve customer issues
• Share common support trends and insights to help inform product improvements and future development

Benefits

• Flexible Working. Flexible Working. We work from the office 2 days per week where you'll be trusted to manage your own routine. Work 25 days per year from anywhere in the world upon manager approval
• Paid Sabbatical. 12 weeks fully paid sabbatical after 4 years working at Duffel
• Plenty of holidays. 27 days of annual leave per year + public holidays
• Duffel Credits. A stipend to spend on flights for you and your family (just book it through Duffel's platform!)
• Well-being. Physical and mental well-being support is provided through private healthcare. We also offer transportation schemes via our benefits platform
• Retirement & Pension. Duffel will match a pension contribution up to 5% (based on qualifying earnings)
• Learning & Development. A dedicated company budget to spend on your personal development
• Family Leave. 26 weeks fully paid parental, adoption and/or foster care leave
• Hybrid work from home policy