Escalation Support Engineer, Retool
$107.1-150.5k
The application layer for AI
Job no longer available
The application layer for AI
201-500 employees
Job no longer available
$107.1-150.5k
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
- 4+ years of experience in a technical support or support engineering role, with at least 1 year in an escalated support or similar position
- Advanced understanding of JavaScript, web development, and various database management systems (SQL and NoSQL)
- Proven experience in incident management and resolution of critical technical issues
- Strong leadership skills, with the ability to guide and mentor team members
- Excellent problem-solving skills, with a creative approach to addressing complex challenges
- Outstanding communication skills in English, both written and verbal
- Familiarity with multiple cloud providers (e.g., AWS, Azure, GCP) and advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML)
- Experience with containerization and orchestration technologies like Docker and Kubernetes is highly desirable
What the job involves
- To ensure we maintain our high standards of technical support and customer satisfaction, we have introduced the Escalation Engineer role
- This role will be the go-to expert for our most challenging and critical customer issues, managing incidents, and elevating the capabilities of our entire support team while ensuring that every customer interaction adds value to their experience with Retool
- You will work closely with a team of skilled Support Engineers, sharing your expertise and insights to enhance their capabilities
- You will also collaborate with EPD (Engineering, Product, & Design) and our Go-To-Market teams, contributing to the overall improvement of Retool's products and services
- As part of a forward-thinking team, you'll play a vital role in shaping the future of our technical support experience
- Provide advanced technical support and guidance both internally and to customers as the internal escalation point for Support Engineers
- Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution
- Collaborate closely with engineering teams to address complex problems
- Upskill team members through mentorship, training, and technical coaching on advanced technical topics proactively and reactively based on the team’s needs
- Lead, consult, contribute, and delegate high-impact projects within the Support department such as creating/refining internal support processes, automating tedious and repetitive tasks with the help of AI, raising our efficiency across the board, and driving improvement to the escalation and incident processes
- Keep abreast of new technologies and methodologies to continuously improve our technical support standards
- Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes
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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