As a Support Engineer, you'll assist users, troubleshoot issues, teach best practices, advocate for customers, and improve support operations.
ABOUT RETOOL
Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. But most companies don’t have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we’re on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!
WHY WE’RE LOOKING FOR YOU:
In the last year, we’ve grown our customer base over 5x and continued to enhance our product. As a result, we have more questions, feedback, and tickets coming in than ever before from developers using Retool. As we continue to grow, we’re adding more customer-centric support engineers to help our customers build the systems and tools they need to run their business.
WHO YOU'LL WORK WITH
You’ll work with other support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You’ll also help train new coworkers on supporting our users. Support is a small team today, but rapidly expanding to match our customer growth.
You’ll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and partake in some occasional-but-well-intentioned sarcasm. If this sounds like you, we’d love to hear from you!
WHAT YOU’LL DO:
- Talk to users every day via Service Cloud and sometimes Zoom
- Teach Retool users best practices around performance and development workflows
- Explore our codebase, logs, and test instances to debug difficult problems
- Troubleshoot new bugs and formalize bug reports
- Represent customers internally and advocate for key issues
- Contribute to our documentation
- Help users debug issues with many different database types and APIs
- Analyze and improve our support operations--there's always new Retool apps to build!
- Help us track support metrics and share findings you identify
THE SKILLSET YOU'LL BRING:
- 2-4 years of experience working in technical and customer-facing roles
- Intermediate understanding of JavaScript and web development
- Experience supporting a SQL or NoSQL database management system
- Ability to communicate effectively through writing and in person
- Ability to think on your feet and come up with creative solutions to non-obvious problems
- Ability to empathize with customer challenges
- Proven ability to diagnose and resolve complex issues in high-availability, production web environments
- Strong understanding of RESTful APIs, latency bottlenecks, and error handling in web services
- Ability to diagnose infrastructure-related incidents affecting SaaS uptime, including degraded service performance and regional outages
- Familiarity with AWS, GCP, or equivalent
- Bonus points if you know React and can fix minor bugs in our codebase
For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $113,000 – $156,400 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK and Mexico. To find roles that can be employed in the UK and Mexico, please refer to our careers page and review the indicated locations.
Top Skills
AWS
GCP
JavaScript
NoSQL
React
Restful Apis
SQL
Retool San Francisco, California, USA Office
Retool's headquarters is in San Francisco's Mission District within walking distance to the 16th St. Bart station, great coffee shops, and SF institutions like Dandelion Chocolate and Tartine Manufacturing. We have dedicated parking, secure bike storage, and 24/7 onsite security.
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