At a Glance
- Tasks: Support customers by solving technical issues and optimising their use of our APIs.
- Company: Join Duffel, a forward-thinking startup revolutionising the travel industry.
- Benefits: Work from anywhere, generous parental leave, sabbaticals, and competitive salary with equity.
- Other info: Embrace a culture of growth and innovation in a dynamic, inclusive environment.
- Why this job: Make travel effortless while collaborating with diverse teams and shaping the future of travel.
- Qualifications: 5+ years in tech support, experience with RESTful APIs, and strong communication skills.
The predicted salary is between 36000 - 60000 £ per year.
We are making travel effortless. 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.
If you have a passion for helping customers and solving challenging technical problems then this may be the role for you. Duffel is hiring a Customer Success Engineer (CSE) to provide expert technical support to our largest and most important customers. You will help our customers by addressing their current questions and suggesting ways to use our APIs to build the best travel experience for their users. Additionally, you will collaborate with a cross‑functional group across Duffel including Product, Engineering, Finance, and Travel Operations to ensure a superior customer experience with both the product and the company as a whole.
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 in tech support helping enterprise customers use a RESTful API product.
- Experience integrating 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:
- 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.
- Manage the implementation process with a subset of Duffel customers as they build a travel experience on top of Duffel’s fulsome API tools.
- Answer product questions and resolve API issues via email, slack, and zoom.
- Support the Duffel sales team on technical review calls with prospective customers.
- 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.
- Develop KPIs with each customer to measure and optimize business and technical performance.
- Analyse customers’ needs and advise how they can use our APIs to better meet them.
- Champion product needs within Duffel to inform our technology strategy and roadmap.
What’s in it for you:
- Work From Anywhere.
- Duffel Travel Allowance.
- Generous Parental Leave.
- Sabbatical opportunities.
- 2 Days Hybrid at our Shoreditch office + team socials.
- Competitive package + equity.
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.
Senior Customer Success Engineer - API in London employer: Duffel
At Duffel, we are committed to making travel effortless and providing a dynamic work environment that fosters growth and innovation. Our London-based team enjoys a hybrid work model, generous benefits including a travel allowance and flexible bank holidays, and opportunities for professional development through study days and volunteering. Join us to be part of a diverse team that values your skills and creativity while working at the forefront of the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Engineer - API in London
✨Tip Number 1
Get to know the company inside out! Research Duffel's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions and scenarios related to customer success and API integration. We want you to feel confident and ready to showcase your skills and experience.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar!
We think you need these skills to ace Senior Customer Success Engineer - API in London
Some tips for your application 🫡
Show Your Passion:Let us see your enthusiasm for travel and technology! In your application, share why you’re excited about the role and how your background aligns with our mission to make travel effortless.
Tailor Your CV:Make sure your CV highlights relevant experience, especially in tech support and API integration. We want to see how your skills can help our customers solve their challenges!
Be Clear and Concise:When writing your cover letter, keep it straightforward. Use clear language to express your thoughts and avoid jargon unless it’s necessary. We appreciate good communication skills!
Apply Through Our Website:Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Duffel
✨Know Your APIs Inside Out
Make sure you have a solid understanding of RESTful APIs and how they work. Be prepared to discuss your experience with integrating APIs, debugging issues, and writing scripts. This will show that you can hit the ground running and provide value to Duffel's customers.
✨Showcase Your Problem-Solving Skills
During the interview, be ready to share specific examples of how you've tackled technical challenges in the past. Highlight your analytical skills and how you've used data to drive decisions. This will demonstrate your ability to think critically and solve problems effectively.
✨Communicate Clearly and Confidently
Since this role involves interacting with customers at various levels, practice articulating complex technical concepts in a simple way. Use examples from your previous roles to illustrate your communication skills and ensure you can engage effectively with both technical and non-technical stakeholders.
✨Embrace the Startup Culture
Duffel is a fast-moving startup, so it's important to convey your enthusiasm for working in such an environment. Share experiences where you've thrived in dynamic settings and how you adapt to change. This will show that you're not just looking for a job, but are genuinely excited about contributing to their mission.
