Senior Customer Success Engineer (API)

• 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
• You’ll 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

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

• If you have a passion for helping customers and solving challenging technical problems then this may be the role for you
• Experience working in cross-functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy
• Ability to read (and ideally write) code in multiple programming languages
• 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
• Eager to embrace the culture and objectives of a fast moving startup
• Experience integrating APIs, debugging integration issues, writing scripts and SQL queries
• 5+ years in tech support helping enterprise customers use a RESTful API product
• Excellent communication skills with ability to express complex business and technology issues in a clear way
• Track record of expeditiously answering and solving product related questions
• Able to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen
• 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
• Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field