Escalation Engineer, Retool
$129.8-175.6k
Low-code internal tools building software
Be an early applicant
Low-code internal tools building software
201-500 employees
Be an early applicant
$129.8-175.6k
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
- 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 and certifications with multiple cloud providers (e.g., AWS, Azure, GCP)
- 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
- Bachelor's degree or higher in Computer Science or a related field is required
What the job involves
- As Retool continues to evolve and our customer base expands, the complexity and criticality of the issues we encounter have grown
- 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 Technical Customer Experience org while ensuring that every customer interaction adds value to their experience with Retool
- You will work closely with a team of skilled Support Engineers, Technical Account Managers, Sales Engineers, and Solution Architects 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 an internal escalation point for the Technical Customer Experience organization
- 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.
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
38% employee growth in 12 months
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
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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