Customer Success Engineer, Duffel
+ A share of the company
2+ days a week in office
API toolkit for selling flights online
Open for applications
API toolkit for selling flights online
21-100 employees
Open for applications
+ A share of the company
2+ days a week in office
21-100 employees
Company mission
Duffel is on a mission to rebuild the infrastructure that underpins the travel industry to make it accessible for anyone who wishes sell travel.
Role
Who you are
- You can have a big impact if you are a self-starter who enjoys helping customers solve challenging problems and like to go deep in the weeds to analyze and solve technical problems
- Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field
- 5+ years supporting enterprise customers as a Customer Support Engineer or in a similar technical support role
- Experience integrating RESTful APIs, debugging integration issues, writing scripts and SQL queries
- Ability to read (and ideally write) code in multiple programming languages
- Track record of expeditiously answering and solving product related questions
- Eager to embrace the culture and objectives of a fast moving startup
- Able to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen
- Excellent communication skills with ability to express complex business and technology issues in a clear way
- 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
- Experience working in cross-functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy
- 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
What the job involves
- We are a small and scrappy team that signs and manages win-win partnerships with businesses that want to sell travel to their users
- We are the engine that grows Duffel and are on the front line engaging with our customers every day
- Answer customers’ product and technology questions on topics such as API features, travel booking errors, and payment procedures
- 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
- Assist Go-to-Market team colleagues with customer product inquiries and escalations
- 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
- Develop KPIs with each customer to measure and optimize business and technical performance
- Analyse customers’ needs and suggest upgrades or additional features to meet their requirements
- Champion product needs within Duffel to inform our technology strategy and roadmap
- Occasionally attend industry events such as conventions, panels, and forums to advocate for Duffel and enhance our brand by showcasing our expertise in our business segment
Salary benchmarks
Our take
In the same way that challenger banks have come along to re-invent legacy banking software from the ground up, Duffel is doing the same in the travel market, linking up airlines directly with travel agents with a modern platform.
Duffel's system connects with airlines’ booking channels more extensively than those of incumbent operators, like Amadeus and Sabre, meaning it can facilitate selling not just seats on a plane, but also other products such as speedy boarding, airport transfer and seat selection.
Add-on products make up an increasing part of airline revenues but are mostly sold through airlines' own websites at the moment (whereas bookings are increasingly being made via intermediaries like Skyscanner). Duffel's technology will make it easier for airlines to sell more of these ancillary services, which is what makes its product so attractive to airline customers.
Duffel's main competitor in Europe, Amadeus, has several billions in revenue and over 15,000 employees, so there's a big challenge ahead, but a big prize if the company succeeds in capturing some of that market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
29% female employees
-31% employee growth in 12 months
Company
Employee endorsements
Tech & tools
"Elixir is really fun to use, and the onboarding gives you time to get stuck in with learning it. Duffel uses all the latest tools and technologies..."
Funding (last 2 of 4 rounds)
Oct 2019
$30m
SERIES B
Jun 2019
$21.5m
SERIES A
Total funding: $56.4m
Company 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
Company values
- People Come First
- Build with Pride
- Never Stop Growing
- Stay Fast and Fluid
- Understand the Bigger Picture
Company HQ
City of London, London, UK
Articles
Leadership
Steve Domin
(CEO)Previously Head of Platform Engineering at GoCardless
People progressing
Joined as Finance Manager, being promoted to Head Of Finance after 1 year
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