Head of Technical Recruiting

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.

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.

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