Summary

Head of Technical Support leading Duffel's technical support engineering team and owning the quality, development and effectiveness of the support function. The role is based in London with a hybrid working arrangement and focuses on API investigations, customer escalations, support operations and cross-functional improvements.

Responsibilities

• Lead and coach technical support engineers
• Set standards for support quality
• Improve triage, prioritisation and queue management
• Guide investigations into API integration issues
• Coordinate significant customer escalations
• Develop troubleshooting guides and customer documentation
• Monitor support performance and team capacity