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Community Support Engineer

New York, NY · 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:
 
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.

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

$91,200 - $146,400 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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