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Support Engineer

San Francisco, CA

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:

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

For candidates based in San Francisco, 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/bonuses 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.

San Francisco

$108,200 - $145,200 USD

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. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.

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