Senior, Community Support Engineer

Retool • San Francisco, CA

12d

About The Position

Our customer base is rapidly expanding, and with it comes a growing need for
customer-centric support. As we broaden our product offerings, we’re receiving
more questions and feedback from developers building with Retool. To address
this, we’re adding Community Support Engineers to provide technical advice in
public spaces, like our Developer Forum, and foster an active developer
community that helps builders succeed with Retool.

As a Senior Community Support Engineer, you’ll deliver clear, technical
solutions to developer challenges in publicly accessible spaces, such as our
Developer Forum and live Office Hours. You’ll regularly research novel topics,
provide actionable feedback to internal teams, and create resources like
“how-to” guides and demo apps that benefit countless builders. A core part of
this role is building knowledge that scales, transforming individual support
interactions into reusable content that helps the broader developer community
self-serve.

You’ll work across a broad technical landscape, tackling challenges like
debugging database connections and APIs, optimizing Retool deployments, writing
JavaScript examples, and solving API authentication issues. Whether helping in
live sessions or forums, you’ll constantly learn and adapt to new technologies.

Beyond technical support, you'll play an active role in shaping the health and
culture of our developer community. This means recognizing and elevating quality
contributions, keeping discussions on-topic and constructive, and ensuring the
forum remains a welcoming space for builders at every skill level. You'll
develop a feel for community dynamics - spotting when engagement is slipping,
surfacing trending pain points, and helping newer members find their footing.

You’ll partner with other Community Support engineers and closely collaborate
with support and software engineers across Retool. Together, you’ll troubleshoot
issues, train new team members, and foster an active developer community.

You’ll regularly engage with Product and Marketing teams in order to support new
feature and product launches, anticipating customer needs and subsequently
funneling feedback to the most relevant stakeholders in real time.

Community Support is part of the broader Support organization, which spans SF,
NYC, and London. Despite our growth, we maintain a tight-knit, collaborative
culture, united by a shared passion for helping customers and building an
innovative product.

Requirements

• 3+ years of experience in support engineering, advocacy, or developer education roles.
• Advanced 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.
• A critical eye for identifying process gaps and a track record of building out systems to address them.
• Experience creating or contributing to technical knowledge bases, documentation, or self-serve resources at scale.

Nice To Haves

• Familiarity with major cloud providers (AWS, Azure, or GCP), networking, and containerization tools like Docker or Kubernetes is a plus.

Responsibilities

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore our codebase, logs, and test instances to resolve complex problems.
• Maintain and curate the Developer Forum to ensure it feels active, useful, and accessible.
• Augment 1:1 support with scalable knowledge base articles.
• Advocate for customer needs and collaborate with Engineering and Product on improvements.
• Facilitate developer engagement and feedback during Office Hours and forum discussions.
• Own various projects and improvements that directly impact Community health metrics like response time, engagement, and deflection

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed
• Number of Employees: 101-250 employees