Support Engineer

ABOUT RETOOL:  At Retool, we’re changing the way software is built. We’ve developed the fastest way to build internal tools, saving companies time, resources, and engineering bandwidth. Whether it’s refunding orders, underwriting loans, managing marketplaces, rolling out new features, analyzing transactions, or providing customer support, Retool makes it dramatically faster and easier to build internal tools that teams need. We believe that the future of software development lies in being a force multiplier for developers and technical builders, helping them move considerably faster building a lot more software.  We’re looking for highly collaborative people as we build a world-class team to support this mission and we’d love for you to join us! WHY WE'RE LOOKING FOR YOU: Our customer base continues to grow quickly and we have expanded our product offerings beyond our core 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.   WHAT YOU'LL DO: As a Support Engineer at Retool you’ll communicate with developers of all sizes to help unblock technical issues. You’ll help answer their more difficult Retool development questions, troubleshoot connecting to many kinds of databases or APIs, and debug emerging issues. Often this will mean researching new topics and reporting back to the customer on the best approach to achieve their goals. Retool is a broad technical product, so ideally you are a generalist engineer and enjoy learning new technologies. Our platform supports over 30 integrations officially, so you’ll constantly be encountering novel situations. On a typical day you might help someone debug a database connection, unblock launching a new instance of Retool on a customer’s cloud provider, write examples of Javascript code for specific customer use cases, troubleshoot data structures, SQL queries, and API authentication—often live or on an impromptu screen-share. 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 approach the unknown with a sense of curiosity and humility. If this sounds like you, we’d love to hear from you!   IN THIS ROLE, YOU WILL: Talk to users every day via Intercom and Zoom Answer customer questions 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 Help users debug issues with many different database types and APIs Analyze and improve our support process--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 supporting developers Ability to lead troubleshooting calls and interact with customers live to inspect secure networks Ability to communicate in English effectively both in writing and verbally Intermediate understanding of JavaScript and web development Experience supporting a SQL or NoSQL database management system  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 Familiarity with at least one major cloud provider, I.E. AWS, Azure, or GC Bonus points for familiarity with API and Identity authentication methods like OAuth 2.0, Okta, SAML; and familiarity with Docker and/or Kubernetes Retool offers generous benefits to all employees. For more information, please visit the benefits and perks section of our careers page! At this time, Retool is only set up to employ in the US and UK.