Community Support Engineer, Retool
$91.2-146.4k
Listed salary range is for San Francisco only and may vary in other locations
The application layer for AI
Job no longer available
The application layer for AI
201-500 employees
Job no longer available
$91.2-146.4k
Listed salary range is for San Francisco only and may vary in other locations
201-500 employees
Company mission
To create the future of internal software by making software development for engineers simpler and more accessible.
Role
Who you are
- 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
What the job involves
- As a Community Support Engineer at Retool you’ll communicate high-quality, informative technical solutions for developers at organizations of all sizes in publicly accessible spaces that should unblock thousands of builders in the future
- You’ll help answer their more difficult Retool development questions, troubleshoot connecting to many kinds of databases or APIs, and debug emerging issues
- Researching new topics and reporting back to customers on the best approach to achieve their goals
- You’ll track and share trends in product feedback internally with Engineering and Product
- You’ll also notice patterns and common themes in what developers need help on, and turn that into useful “how to” guidance and demo apps published as Retool Tips & Tricks
- 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 in our Community Office Hours, or via replies on our community forum
- You'll collaborate with the Community Support team based in San Francisco, along with other support and software engineers
- You'll diagnose, troubleshoot, and solve customer problems, train new team members, and encourage active community developers to contribute
- 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
- Interact with users every day via our Developer Forum, and via live Office Hours in Discord a few times per week
- Advise customers on questions around performance and development workflows, and debug issues with JavaScript, SQL, many different database types, and APIs
- Explore our codebase, logs, and test instances to debug difficult problems
- Maintain and curate our Developer Forum to reflect our brand and product. We want it to feel active, useful and accessible to our customers!
- Expand the concept of support beyond 1:1 help, to written content that is available to many users going forward and caters to different learning styles. For example, contribute to our Retool Tips & Tricks
- Advocate for improvements in content creation, tooling, and analysis to enhance documentation and our overall public knowledge experience
- Represent customers internally and advocate for key issues with Engineering and Product
- Seek opportunities to facilitate developer engagement with the product, for example by asking builders’ thoughts about a new feature during Office Hours, or prompting customer feedback when discussing features on the forum
- Analyze and improve our support process – there're always new Retool apps to build, and processes to design as we scale the 1:many support function
- Track support metrics and share findings
Our take
Retool allows developers to build internal applications quickly using a complete set of ready-made building blocks. These internal applications can be used to display company data from a range of sources, including Redis, Salesforce, Google Cloud, and Slack.
For a monthly fee, the platform enables companies to save time that they would have otherwise spent on developing their own internal applications. Retool brands itself as 'low-code,' meaning that it is easy to use and customize. There is a huge demand for systems that allow teams to analyze the data they already have. Retool already counts brands such as Amazon, Philips, Peloton, NBC, and Mercedes-Benz as customers.
Founded in 2017, the company is now valued at over $3.6B. Founded by Oxford graduate David Hsu, the management team includes ex-Stripe and ex-Airbnb employees with plenty of experience in taking a company from a start-up to a global brand.
Steph
Company Specialist at Welcome to the Jungle
Insights
38% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2022
$45m
SERIES C
Dec 2021
$20m
SERIES C
Total funding: $165.3m
Company benefits
- Your health: Our healthcare plans include flexible, competitive options for medical, vision, dental, life insurance, and disability benefits.
- Your fuel: Fully snack-stocked kitchens at every turn, with breakfast, lunch and dinner provided at our San Francisco and New York offices.
- Your growth: We provide a $1,200 annual stipend that can be utilized for all learning-related expenses, including books, conferences, classes, and more.
- Your family: Access to comprehensive family planning services, generous paid parental leave for new parents, and a remarkable $10,000 lifetime benefit towards fertility support.
- Your time: Flexible freedom for a healthier you: take the time off that you need, when you need it! Discover flexible PTO and our 4 week Work From Anywhere policy to rejuvenate on your time.
- Your sidekick: Bring your favorite sidekick to work and enjoy our dog-friendly offices!
- Your future: Plan for your future. We offer enrollment and matching up to 4% for our US-based employees.
- Your wellbeing: Enjoy a suite of perks and memberships that enable you to thrive both personally and professionally.
Company HQ
Mission District, San Francisco, CA
Leadership
David Hsu
(Founder & CEO)David studied Philosophy and Computer Science at the University of Oxford, before founding Retool in 2017. He has served as CEO ever since.
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