What we're looking for in you
- Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field.
- 5+ years in tech support helping enterprise customers use a RESTful API product
- Experience integrating 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 you will do
- 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
