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Support Engineering Lead

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

Retool is expanding our Support Engineering leadership team to scale a high-impact, technical support function across our EMEA, US East, US West, and APAC Support Regions. As a key leader in our Technical Customer Experience (TCX) org, you will oversee Support Engineering managers, ensuring our global team delivers high-quality technical support and a seamless customer experience.

This is a manager-of-managers role, responsible for defining and executing the strategy for how Support Engineering operates, scales, and collaborates with cross-functional partners. You will play a primary role in evolving our Enterprise and Premium Support offerings, fostering a high-performance culture, and ensuring excellence in your team's technical support for developers.

WHAT YOU’LL DO

As the Support Engineering Lead, you will drive the success of our global Support Engineering team by enabling your managers to build high-performing teams and execute against clear KPIs to contribute to Retool’s broader business objectives. You will be responsible for ensuring your managers can meet their team's goals and that our global Support Engineering offerings are well-positioned to help our customers. 

Our team takes a hands-on approach helping Enterprise customers with technical use cases, enabling them to connect Retool to a huge variety of integrations and build performant apps using custom code. Support Engineering functions as technical experts on the Retool platform to unblock our customers and leverages that experience advocating for customers through feedback channels with Product, Engineering, and Go-to-market teams. As the senior leader of this function, you are responsible for ensuring our mission of bringing good software to everyone is backed by high quality 1:1 technical support experiences for developers using Retool.

WHO YOU’LL WORK WITH

In this role, you’ll work cross-functionally with various teams to ensure that your team is prepared for new product launches, properly route customer feedback, and quickly unblock customers when technical issues arise. You’ll collaborate with leadership and representatives in Sales and other go-to-market teams such as Technical Account Management, Sales Engineering, and Professional Services to represent our support offerings to meet the needs of new and existing customers.

You’ll partner with Recruiting, RevOps, Enablement, and Escalation Engineering to ensure that your team is well equipped with the tools and knowledge to solve challenging customer issues.

Primarily though, you will work every day to better enable the managers reporting to you to lead their teams to achieve a strong support experience. Together you will help build and scale support engineering as a streamlined, worldwide department that sets the standard for delightful support.

IN THIS ROLE, YOU WILL:

  • Manage Support Engineering Managers to meet the KPIs for their teams and regions
  • Work with leadership to set and effectively execute ambitious targets for your organization 
  • Help develop your management team’s communication and performance management abilities and cultivate career growth for both managers and ICs
  • Enable your team to represent and deliver on our Premium Support offering, owning our overall goals for future renewal rates of customers maintaining Premium coverage
  • Coordinate between other TCX teams and Engineering to ensure key players are working together effectively to resolve blockers
  • Lead by example in building a culture of honest communication, empathy, curiosity, and good humor
  • Plan and execute long-term projects each quarter to improve support efficiency and our customer experience
  • Curate effective live and asynchronous team updates on monthly, weekly, or daily cadences to motivate and include the global Support Engineering team

THE SKILLSET YOU'LL BRING:

  • 4+ years leading technical customer facing teams at a senior manager or director level
  • 6+ years of experience working in a Support Engineering function for developer focused products
  • Experience iterating on and representing paid support offerings in partnership with GTM teams
  • Familiarity with B2B enterprise software and service-level agreements
  • Familiarity with enterprise-level data architecture and networking
  • Experience coordinating with software engineers on bug resolution and feedback prioritization timelines
  • Experience as an individual contributor as a Support Engineer working with developers
  • Experience running common analysis and evaluating team performance in partnership with operations teams
  • Ability to navigate high-stakes topics effectively through both written and in-person communications

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

$169,300 - $229,100 USD

For candidates based in New York, 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.

New York

$169,300 - $229,100 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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