Community Support Engineer

WHY WE'RE LOOKING FOR YOU: Our customer base is rapidly expanding, and with it comes a growing need for customer-centric support. As we broaden our product offerings, we’re receiving more questions and feedback from developers building with Retool. To address this, we’re adding Community Support Engineers to provide technical advice in public spaces, like our Developer Forum, and foster an active developer community that helps builders succeed with Retool. WHAT YOU'LL DO: As a Community Support Engineer, you’ll deliver clear, technical solutions to developer challenges in publicly accessible spaces, such as our Developer Forum and live Office Hours. You’ll troubleshoot database connections, debug APIs, resolve performance issues, and provide development guidance that benefits countless builders. This role involves researching novel topics, providing actionable feedback to internal teams, and creating resources like “how-to” guides and demo apps.

You’ll work across a broad technical landscape, tackling challenges like debugging database connections, optimizing Retool deployments, writing JavaScript examples, and solving API authentication issues. Whether helping in live sessions or forums, you’ll constantly learn and adapt to new technologies.

WHO YOU'LL WORK WITH: You’ll collaborate closely with the Community Support team in San Francisco and partner with support and software engineers across Retool. Together, you’ll troubleshoot issues, train new team members, and foster an active developer community.

Community Support is part of the broader Support organization, which spans SF, NYC, and London. Despite our growth, we maintain a tight-knit, collaborative culture, united by a shared passion for helping customers and building an innovative product.

IN THIS ROLE, YOU WILL:

• Engage daily with users via the Developer Forum and live Discord Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore our codebase, logs, and test instances to resolve complex problems.
• Maintain and curate the Developer Forum to ensure it feels active, useful, and accessible.
• Expand 1:1 support into scalable resources like Retool Tips & Tricks.
• Advocate for customer needs and collaborate with Engineering and Product on improvements.
• Facilitate developer engagement and feedback during Office Hours and forum discussions.
• Improve support processes and design scalable solutions as we grow.
• Track and share support metrics to drive continuous improvement. THE SKILLSET YOU'LL BRING:
• 2+ years of experience in support engineering, advocacy, or developer education roles.
• Intermediate proficiency in JavaScript and web development.
• Experience with SQL or NoSQL databases and API authentication methods (e.g., OAuth 2.0, Okta, SAML).
• Ability to lead live troubleshooting calls and assist customers with Retool.
• Strong written and verbal communication skills in English.
• A creative, problem-solving mindset with a user-first approach.
• Passion for education and empowering developers through teaching.
• Familiarity with major cloud providers (AWS, Azure, or GCP) and containerization tools like Docker or Kubernetes is a plus.