Community Support Engineer, Retool
$91.2-146.4k
Listed salary range is for San Francisco only and may vary in other locations
Low-code internal tools building software
Open for applications
Low-code internal tools building software
201-500 employees
Open for applications
$91.2-146.4k
Listed salary range is for San Francisco only and may vary in other locations
201-500 employees
Company mission
Retool's mission is 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.
Retool was founded in 2017, and the company is now valued at over $1 billion. 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. Retool was awarded $45 million in Series C in 2022, which it is using to expand its workforce, tweak its platform, and develop new products.
Steph
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Jul 2022
$45m
SERIES C
Dec 2021
$20m
SERIES C
Total funding: $165.2m
Company benefits
- Competitive healthcare, dental and vision benefits
- Breakfast, lunch and dinner at our San Francisco and New York offices
- $1,200 annual stipend for anything learning-related (books, conferences, classes, etc.)
- $1,000 work-from-home-setup stipend
- Flexible PTO
- Family planning support and paid parental leave
- 401(k) Matching
- Mental health and wellness benefits
Company HQ
Civic Center, San Francisco, CA
Articles
Leadership
David Hsu
(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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