At a Glance
- Tasks: Help customers solve technical problems and optimise their travel experiences using our APIs.
- Company: Join Duffel, a forward-thinking startup revolutionising the travel industry.
- Benefits: Work from anywhere, travel allowance, generous parental leave, and equity options.
- Other info: Dynamic team culture with opportunities for personal growth and diverse perspectives.
- Why this job: Be part of a mission to simplify travel and make a real impact.
- Qualifications: 5+ years in tech support with strong API integration skills.
The predicted salary is between 36000 - 60000 £ per year.
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.
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 employer: Duffel
At Duffel, we are committed to making travel effortless and providing a supportive work environment that fosters personal growth and innovation. As a Senior Customer Success Engineer, you will enjoy the flexibility of working from anywhere, alongside a diverse team that values your contributions and encourages collaboration across departments. With competitive compensation, equity options, and generous benefits like parental leave and sabbaticals, Duffel is an excellent employer for those looking to make a meaningful impact in the travel industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Engineer - API
✨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 making travel effortless.
✨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 technical interviews by brushing up on your API knowledge and coding skills. Practice explaining complex concepts in simple terms, as communication is key in this role. We want to see how you can make tech easy for customers!
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can leave a lasting impression. It shows your enthusiasm for the role and keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Senior Customer Success Engineer - API
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 have the best travel experience possible!
Be Clear and Concise:When writing your cover letter or any application materials, keep it straightforward. Use clear language to express your technical expertise and how you can solve customer challenges.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates from our team!
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 integrating APIs and solving technical issues. Brush up on any relevant coding languages, as you might be asked to demonstrate your knowledge during the interview.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've tackled complex customer issues in the past. Highlight your analytical skills and how you've used data to drive decisions. This will show that you can think critically and provide effective solutions for customers.
✨Communicate Clearly and Confidently
Since this role involves interacting with customers at various levels, practice explaining technical concepts in simple terms. Good communication is key, so consider doing mock interviews with friends or family to refine your delivery.
✨Embrace the Startup Culture
Research Duffel's mission and values, and be ready to discuss how you align with them. Show enthusiasm for working in a fast-paced environment and your willingness to take on diverse responsibilities. This will demonstrate that you're a great fit for their team.
