Technical Support Engineer – API

Duffel

Technical Support Engineer assisting business customers with Duffel’s technology solutions. Simplifying travel related processes for users in a hybrid work setting from New York City.

Posted 7/31/2026full-timeNew York City • New York • 🇺🇸 United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong written communication skills and the ability to explain technical concepts clearly to customers. Proficient in delivering high-quality customer support in a B2B environment, with experience in using support tools like Zendesk and Jira.

Highest-signal resume keywords

Technical Product KnowledgeCustomer Support ExperienceWritten Communication SkillsProblem-Solving MindsetFamiliarity With Support Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical Product KnowledgeCustomer Support ExperienceB2B Support ExperienceDocumentation CreationTechnical Concept Explanation

Soft Skills

Professional CommunicationApproachable StyleCuriosityWillingness To HelpConfidence In Communication

Tools & Technologies

ZendeskJira

Industry Keywords

Travel Industry ExperienceCustomer-Facing Role

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

We’re dedicated to your personal growth
Comfortable work environment
Everyone who joins owns a share of the company
Equal opportunities employer