---
title: 'Head of Technical Support at Duffel'
canonical: 'https://feeny.ai/job/head-of-technical-support-duffel-london-fphs170ds4x9'
type: 'job'
last_seen: '2026-10-16'
---

# Head of Technical Support at Duffel

- **Company:** Duffel
- **Location:** London, United Kingdom
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-09-16
- **Last confirmed live:** 2026-10-16
- **Apply:** https://jobs.ashbyhq.com/duffel/9e162a5d-be15-4c7e-9506-d9d90797e219

## Job description

📍 London (Hybrid — 2 days onsite) 🕒 Permanent | Start ASAP

We’re Making Travel Effortless. Join Us. Travel is essential, whether it’s visiting family, starting a new adventure, or taking a career defining trip. Yet today, over 4 billion airline passengers rely on tech that hasn't changed in decades. At Duffel, we’re rebuilding the infrastructure underpinning the global travel industry. Backed by top-tier investors (Benchmark, Blossom, Index Ventures, and Kima Ventures) and born out of Y Combinator (S18), we’re simplifying complex systems to build the future of travel

## About the role

As Head of Technical Support, you’ll lead our team of Technical Support Engineers and take responsibility for the quality, effectiveness and development of the function. You’ll build a team that combines strong technical investigation with clear, thoughtful customer communication. You’ll coach engineers, establish effective ways of working and ensure customers receive dependable support as their integrations grow in complexity and scale. You’ll stay close to the work: reviewing investigations, helping with significant escalations and understanding where our products or processes create friction. Your impact will come from strengthening the whole team’s ability to resolve problems and turning what we learn from support into lasting improvements. You’ll work closely with Engineering, Product, Partner Engineering, Partner Management and Travel Operations. Technical Support owns day-to-day API questions, troubleshooting and the customer support response to technical incidents. Partner Engineers own strategic technical relationships and solution architecture; Implementation Managers own implementation programmes.

## What you’ll do

- Lead and develop the team. Set clear expectations, provide regular coaching and feedback, support career development and address performance issues constructively. Hire and onboard engineers as the team grows.
- Own support quality. Establish standards for technical investigation, written communication, case ownership and follow-through. Ensure customers understand what is happening, what comes next and who is responsible.
- Build a dependable support operation. Improve triage, prioritisation, queue management, handovers and escalation paths. Plan staffing and coverage around customer needs and agreed service commitments, with a sustainable workload for the team.
- Strengthen technical capability. Help engineers investigate API behaviour, interpret logs and request traces, reproduce integration issues and distinguish customer configuration problems from platform or supplier issues.
- Lead significant customer escalations. Coordinate the support response, establish customer impact and keep communication clear through to resolution. Work with Engineering on diagnosis and recovery, involving Partner Engineering where an issue creates a wider strategic risk.
- Make collaboration effective. Give Engineering actionable escalation reports with evidence, reproduction steps and impact. Work with Travel Operations on booking and supplier issues, and with implementation teams to ensure new integrations enter support with the context the team needs.
- Improve the product through support. Identify recurring problems and turn them into clear recommendations for Product and Engineering. Track whether fixes, documentation and product changes actually reduce customer friction.
- Make support easier to deliver. Develop troubleshooting guides, internal knowledge, customer documentation and useful tooling. Apply automation and AI where they improve accuracy, speed and access to help.
- Use evidence to guide decisions. Monitor response and resolution performance, ageing work, reopened cases, customer feedback and team capacity. Use that information to prioritise improvements and make clear recommendations about investment.

## What we’re looking for

- Experience managing and developing a technical support or support engineering team serving business customers.
- A track record of improving both customer outcomes and how a support function operates.
- Strong technical understanding of APIs, HTTP, authentication, webhooks and integrations, with enough practical depth to guide investigations and earn the trust of engineers.
- Comfort working with logs, SQL and scripts to investigate problems or improve support workflows.
- Experience handling consequential customer escalations, including situations where the cause or resolution is initially uncertain.
- Ability to explain technical issues to developers, business stakeholders and senior leaders.
- Sound judgement about urgency, customer impact and competing priorities.
- Evidence of effective hiring, coaching, performance management and delegation.
- The ability to influence Product, Engineering and commercial teams through clear reasoning and useful evidence.
- Comfort building and improving a function in a growing company, while remaining involved in its day-to-day work.

## Experience that would be useful

- Supporting an API platform, developer product or infrastructure business.
- Working with enterprise customers running important production integrations.
- Leading support across different time zones.
- Improving support tooling, knowledge management, self-service or automation.
- Experience in travel technology, payments or another industry with complex external dependencies.

You don’t need to have worked in travel or held this exact title. We’re interested in the teams you’ve developed, the problems you’ve solved and the judgement you bring.

What success looks like During your first six months:

- Engineers have clear expectations, regular coaching and practical development plans.
- Customer issues have clear ownership, appropriate prioritisation and dependable communication.
- You have established a trustworthy baseline for support performance and delivered measurable improvements in the most important areas.
- Escalations reach the right teams with better evidence and fewer unnecessary handovers.
- Recurring problems are being addressed through product changes, documentation or tooling.
- Duffel has a clear plan for the support capacity and capabilities needed as the business grows.

## Why You’ll Love Working at Duffel

We believe in true ownership. That’s why every permanent employee gets equity in the business. Perks That Actually Matter: ✈️ Travel Allowance: We literally pay you to get out of town and explore the world. 🏝️ Work From Anywhere: Flexibility is built in. Work remotely, or take advantage of our Sabbatical Policy. ⚡ Electric Car Scheme: Roll up in a brand-new EV with eco-friendly tax savings. ⚖️ Work-Life Harmony: Flexible bank holidays, generous family leave, and a dedicated volunteering day. 📚 Growth Tools: Paid study days to level up your skills, plus a solid pension and cycle-to-work scheme. 🏥 Health & Wellbeing: Private healthcare, eye test cover, and season ticket loans. 🏡 Family Leave (maternity, paternity and adoption): Big support for life’s biggest moments, 26 weeks fully paid. The Details 📍 Location: Shoreditch, London (Hybrid: In-office Tuesdays & Thursdays). 🧠 Interview Process: Simple & transparent: (change accordingly to role)

- Recruiter Screen
- Hiring Manager Chat
- Technical Case Study
- Final Stage Interview.

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.

## About Duffel

## Company Overview
- **One-liner**: Duffel provides easy-to-use APIs and software tools that allow any business to shop, book, and manage flights, hotel stays, and travel extras without the complexity of legacy travel infrastructure.
- **Entity Type**: Private (VC-backed; Series B)
- **Headquarters**: London, United Kingdom
- **Founded**: 2017
- **Founders**: Not publicly available (CEO is Steve Domin)

## Core Business
- **Primary Industries**: Travel technology, SaaS / API infrastructure
- **Target Customers**: B2B – startups, challenger banks, spend management platforms, and large enterprises that want to sell travel online
- **Mission / Purpose**: "To make travel effortless" by rebuilding the software layer that underpins the global travel industry [duffel.com/about-us](https://duffel.com/about-us)

## Products & Services
- **Flights API**: Complete flight shopping, booking, order management, and ancillaries (seats, bags) with access to global airline content via Duffel’s own accreditation and ticketing authority.
- **Stays API**: Earn commission on over 1 million properties worldwide; build hotel shopping experiences with rich content and loyalty benefits.
- **Ancillaries Component**: Pre-built UI for seat selection and baggage (and more) that can be dropped into any web or mobile experience.
- **Loyalty & Payments**: Features to offer loyalty programme perks and integrated payment flows.
- **Front-end Components**: Customisable, ready-made shopping interfaces (e.g., autocomplete flight search) for rapid integration.

All products are delivered as RESTful APIs with client libraries in Node.js, Python, and Ruby, plus comprehensive documentation and user guides [duffel.com](https://duffel.com/).

## Market Standing
- **Valuation**: Not disclosed
- **Key Metric**: Total funding – **$56.3M** raised across four rounds:
  - Seed (Aug 2018): $4.8M led by Blossom Capital
  - Series A (Jun 2019): $21.5M led by Benchmark
  - Series B (Oct 2019): $30M led by Index Ventures
  - An earlier $125K seed round (Sep 2018) also noted [linkedin.com](https://uk.linkedin.com/company/duffelhq)
- **Estimated Annual Revenue**: $1.4M (private company estimate, per LinkedIn data)
- **Notable Investors/Partners**: Benchmark, Index Ventures, Blossom Capital, Y Combinator (S18), Kima Ventures; partners include some of the world’s leading airlines.
- **Growth Signals**:
  - Headcount of ~41 employees (+16.1% YoY)
  - Active hiring in Engineering, Customer Success, and Partnerships (12 open positions as of mid-2026)
  - Operating in 5 countries (UK, US, Spain, South Africa, Denmark)
  - New product launches (Ancillaries component, Stays API, loyalty features) [linkedin.com](https://uk.linkedin.com/company/duffelhq)

## Competitive Advantages
- **Proprietary accreditation & ticketing authority** – enables direct access to global airline content without each customer needing their own license.
- **Developer-first approach** – modern, well-documented APIs with client libraries in multiple languages and pre-built UI components.
- **Full-stack travel platform** – covers flights, stays, ancillaries, and payments in a single integration.
- **Focus on rewriting legacy infrastructure** – removes the archaic software hurdles that have historically blocked new entrants from selling travel.

## Strategic Focus
- Deepen the product suite (rooms, ancillaries, loyalty) to become the single API layer for all travel.
- Expand into verticals like challenger banks and spend management (e.g., “Duffel for Spend Management”).
- Scale partnerships with more airlines and property providers globally.
- Continue hiring engineers and customer success teams to support enterprise clients and geographic expansion.

## Why Work Here
- **Hybrid & Flexible**: Office two days per week in London; 60 days per year work from anywhere globally.
- **Time Off & Leave**: 27 days annual leave plus public holidays; 26 weeks fully paid parental/adoption leave; 12-week sabbatical after 4 years.
- **Compensation & Equity**: Competitive base salary reviewed annually, stock options, pension match up to 5%.
- **Perks**: Duffel Travel Allowance (stipend to spend on flights), private healthcare, learning & development budget, up to 4 study days per year, paid volunteering day.
- **Engineering Culture**: Modern stack (Node.js, Python, Ruby, APIs), focus on AI and backend roles. Team alumni from Monzo, Deliveroo, GoCardless, and Paddle.
- **Interview Process**: Online application → recruiter call → first interview → final-stage interviews (typically a half-day on Zoom) [duffel.com/careers](https://duffel.com/careers).

## Sources
1. [duffel.com/about-us](https://duffel.com/about-us)
2. [duffel.com/careers](https://duffel.com/careers)
3. [duffel.com](https://duffel.com/)
4. [linkedin.com/company/duffelhq](https://uk.linkedin.com/company/duffelhq)
5. [jobs.lever.co/duffel](https://jobs.lever.co/duffel)

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