Technical Support Specialist

Remote Hybrid: New York City, 3 Days in office (Manhattan)

Salary Range: $55,000-$65,000

Reporting to: Margaret Phelan, VP of Customer Success

About us

Duel is a SaaS company on a mission to make Brand Advocacy the industry standard playbook for building brilliant retail brands. It was founded by world record-breaking adventurer and former brand ambassador Paul Archer, alongside viral games developer Naio Tsarouchis, and we exist to show there’s a better way to build businesses, to build a better future, proving that caring for people builds brand, which builds long-term and exponential profit returns.

The Duel Brand Advocacy Platform allows enterprise brands to do just that, scaling how they manage their relationships with thousands of advocates, customers, creators, and brand ambassadors. We’re proud today that brands such as Abercrombie & Fitch, Charlotte Tilbury, Spanx, Victoria’s Secret, and Elemis (to name a few, but not to name some household names that we can’t talk about yet) are doing just that. The Duel team comprises psychologists, brand experts, and community builders, combining cutting-edge brand expertise with seasoned SaaS experience.

The Role

We’re looking for a Technical Support Specialist professional to join our growing team. This role is critical in providing timely resolution to customer issues, preventing churn, and ensuring an excellent support experience for brands using our platform.

This role will focus on troubleshooting and resolving brand issues across platforms, offering reactive support once programs are live, and enhancing support workflows. Additionally, it will support the Customer Success Team by allowing them to focus on proactive engagement while feeding valuable data to the product team to drive improvements.

If you’re passionate about solving complex technical problems and creating a seamless customer experience, we’d love to hear from you.

We’re looking for someone who will…

• Provide timely resolution to customer support tickets, ensuring high-quality service.

• Troubleshoot platform-related issues, including API integrations, webhooks, and front-end debugging.

• Enhance and scale technical support processes, enhancing ticketing workflows.

• Collaborate with Product and Engineering teams to escalate and resolve critical bugs and technical requests.

• Support Customer Success Teams by reducing reactive workload, allowing them to focus on proactive initiatives.

• Prevent churn by addressing technical concerns before they escalate.

• Providing product feedback to enhance the platform.

• Enhancing support workflows to improve customer retention and satisfaction.

We’d love to hear from you if…

• You have 4+ years in a Technical Customer Support role, ideally within a SaaS business

• experience enhancing support ticketing systems.

• You have strong troubleshooting skills and can diagnose platform-related issues.

• You understand API integrations between marketing tools.

• You have experience with martech platforms and their technical requirements.

• You are comfortable analyzing support metrics (CSAT, response time, resolution time).

• You have some experience with BI tools for support analytics.

• You are familiar with HTML, CSS, and JavaScript to debug front-end issues.

• You have knowledge of webhooks, API logs, and error tracking.

• You are experienced with browser debugging tools (Chrome DevTools, Postman).

In-person and remote working balance

• We have a growing team of people on the ground in our NYC office as well as HQ's in London & Bristol, UK

• Although our approach to hybrid working is flexible, priority for this role will be given to people based in New York City, within a commutable distance to Manhattan. We are keen to spend some days each week in a shared space partnering with the VP of Sales and the wider sales team.

Why Duel?

We want to build a remarkable company with remarkable people and a remarkable culture that you will want to shout from the rooftops about. In a relaxed, flexible, and fun environment, the team is driven to making the business a success while enjoying what we do and who we do it with.

We have a growing benefits package, including;

• Flexible working hours - if you need to fit around childcare or life, we understand.

• 25 PTO Days + 11 Statutory Holidays + End-of-year break (3-4 additional days depending on dates)

• Options scheme for all full-time employees - it’s important to us that everyone shares in what we build.

• US Healthcare Options - More to come on this

• 401K Match Plan

• A growing benefits package, including;

  • Company MacBook to work from

  • $350 WFH Set-Up

  • Headspace Contributions

  • Personal Development budget and support

  • 2 additional days leave for volunteering