Support Engineer

WHY WE'RE LOOKING FOR YOU:

As Retool continues to evolve and our customer base expands, we have more questions, feedback, and tickets coming in than ever before from developers using Retool across the globe. As we continue to grow, we’re adding customer-centric Support Engineers to help our US customers build the systems and tools they need to run their businesses.

WHO YOU'LL WORK WITH:

You will work closely with a team of skilled Support Engineers to diagnose, troubleshoot, and solve customer problems. You’ll be collaborating with EPD (Engineering, Product, & Design) and our Go-To-Market teams along the way, in order to provide a world-class customer experience to some of the biggest brands in the world.

IN THIS ROLE, YOU WILL:

• Work with our Enterprise users daily via email, Slack, and Zoom
• Troubleshoot new bugs and formalize bug reports
• Collaborate closely with engineering teams to address complex problems.
• Represent customers internally and advocate for key issues
• Explore our codebase, logs, and test instances to debug difficult problems
• Teach Retool users best practices around performance and development workflows
• Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes.

THE SKILLSET YOU'LL BRING:

• 2-4 years of experience working in technical and customer-facing roles
• A broad technical background and enjoy learning new technologies
• Intermediate understanding of JavaScript and web development
• Beginner understanding of platform technologies such as AWS, Docker, Kubernetes, and Azure, or a propensity to learn
• Experience supporting a SQL or NoSQL database management system
• Ability to communicate effectively through writing and virtually
• Ability to think on your feet and come up with creative solutions to non-obvious problems
• Ability to empathize with customer challenges and enjoy problem-solving
• Bonus points if you know React and can fix minor bugs in our codebase