---
title: 'Technical Support Engineer (API) at Duffel'
canonical: 'https://feeny.ai/job/technical-support-engineer-api-duffel-new-york-2mwk52q4vw48'
type: 'job'
last_seen: '2026-09-11'
---

# Technical Support Engineer (API) at Duffel

- **Company:** Duffel
- **Location:** New York, NY
- **Employment:** full-time
- **Work type:** hybrid
- **Posted:** 2026-07-31
- **Last confirmed live:** 2026-09-11
- **Apply:** https://jobs.ashbyhq.com/duffel/1afeadbe-a05e-49a7-b3f1-ab11ad4cb282/application

**Skills:** Zendesk, Jira

> Join Duffel's Customer Success team to provide technical product support for API tools, resolving customer issues via email and chat while collaborating with internal technical teams to improve product documentation and development.

## Job description

📍 New York (Hybrid — 2 days onsite)

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 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.

## What we're looking for in you

- 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

## What you'll be doing

- 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

## 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.

*Please note that AI detection will be used on application questions

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)

## Other roles at Duffel

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- [Product Manager - Flights](https://feeny.ai/job/product-manager-flights-duffel-london-ddv5rf4zk3j9) — London, United Kingdom
- [Finance Assistant & AP - FTC](https://feeny.ai/job/finance-assistant-ap-ftc-duffel-london-0t56mzzep828) — London, United Kingdom
- [Product Manager - Payments](https://feeny.ai/job/product-manager-payments-duffel-london-dc49bcsrb1pk) — London, United Kingdom
- [Senior Customer Success Manager](https://feeny.ai/job/senior-customer-success-manager-duffel-new-york-kgwqr210r1e1) — New York, NY
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