Head of Technical Support (API)

Location: London, United Kingdom — hybrid, with 2 days onsite

Company

Travel technology company rebuilding the infrastructure that underpins the global travel industry.

What you will do

• Lead, coach, hire, and develop a team of Technical Support Engineers.
• Set standards for technical investigations, written communication, case ownership, prioritisation, and escalation management.
• Guide investigations into API behaviour, logs, request traces, authentication, webhooks, integrations, and customer configuration issues.
• Lead significant customer escalations and coordinate diagnosis and recovery with Engineering, Product, Partner Engineering, Travel Operations, and implementation teams.
• Improve support operations through triage, queue management, staffing plans, documentation, knowledge management, tooling, automation, and AI.
• Use support data and recurring customer issues to recommend product, engineering, and documentation improvements.

Requirements

• Experience managing and developing a technical support or support engineering team serving business customers.
• Strong understanding of APIs, HTTP, authentication, webhooks, and integrations.
• Practical experience with logs, SQL, and scripts for investigations or workflow improvements.
• Experience handling consequential customer escalations and communicating technical issues to developers, business stakeholders, and senior leaders.
• Demonstrated ability to hire, coach, manage performance, delegate, and influence Product, Engineering, and commercial teams.
• Comfort improving a support function in a growing company while remaining involved in day-to-day work.

Nice to have

• Experience supporting an API platform, developer product, or infrastructure business.
• Experience with enterprise customers running production integrations or leading support across time zones.
• Background in support tooling, knowledge management, self-service, automation, travel technology, payments, or another industry with complex external dependencies.

Culture & Benefits

• Open communication, diverse perspectives, and a culture of ownership.
• Permanent employees become company shareholders.
• Work from anywhere for up to 60 days and flexible bank holidays.
• Travel allowance, sabbaticals, paid study days, and one paid volunteering day per year.
• Family leave, pensions, interest-free commuting loans, electric car and cycle schemes, and eye tests.