Support Engineer at Retool (New York, NY)
Retool· New York, NY· $113k–$184k·
Role details
Job description
WHY WE’RE LOOKING FOR YOU
In the last year, we’ve grown our customer base over 5x and continued to enhance our product. As a result, we have more questions, feedback, and tickets coming in than ever before from developers using Retool. As we continue to grow, we’re adding more customer-centric support engineers to help our customers build the systems and tools they need to run their business.
WHO YOU'LL WORK WITH
You’ll work with other support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You’ll also help train new coworkers on supporting our users. Support is a small team today, but rapidly expanding to match our customer growth.
You'll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and bring energy and curiosity to everything they do. If this sounds like you, we'd love to hear from you!
WHAT YOU’LL DO
- Talk to users every day via Service Cloud and Zoom
- Teach Retool users best practices around performance and development workflows
- Explore our codebase, logs, and test instances to debug difficult problems
- Troubleshoot new bugs and formalize bug reports
- Represent customers internally and advocate for key issues
- Contribute to our documentation
- Help users debug issues with many different database types and APIs
- Analyze and improve our support operations--there's always new Retool apps to build!
- Help us track support metrics and share findings you identify
THE SKILLSET YOU'LL BRING
- 2-4 years of experience working in technical and customer-facing roles
- Intermediate understanding of JavaScript and web development
- Experience supporting a SQL or NoSQL database management system
- Ability to communicate effectively through writing and in person
- Ability to think on your feet and come up with creative solutions to non-obvious problems
- Ability to empathize with customer challenges
- Proven ability to diagnose and resolve complex issues in high-availability, production web environments
- Strong understanding of RESTful APIs, latency bottlenecks, and error handling in web services
- Ability to diagnose infrastructure-related incidents affecting SaaS uptime, including degraded service performance and regional outages
- Bonus points if you hold a relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
- Additional bonus points if you know React and can fix minor bugs in our codebase
Why work at Retool
- Culture: The company values ambition, intense curiosity, energy, and deep care. They emphasize moving fast, acting like an owner, and being both demanding and supportive.
- Work Environment: Hybrid model with offices in San Francisco, New York, Salt Lake City, and London. The company believes great work happens when teams collaborate in person.
- Product Impact: Employees are close to the product and use Retool internally, giving them a direct voice in improving it. The mission is to enable a wider community of builders to create production-grade software safely.
- Hiring Process: Structured, with initial recruiter/hiring manager chats, a technical evaluation or practical exercise, and a final round of 3–5 interviews. The company aims for transparency and candidate preparation.
- Employee Sentiment: Employer rating of 3.4/5.0 (127 reviews). Strengths include Work-Life Balance (4.1) and Culture (3.7). Compensation (3.4) and Career (3.4) are areas for potential improvement.