Support Engineer

Retool•New York, NY

8d•Hybrid

About The Position

In the last year, we’ve grown our customer base over 5x and continued to enhance our product. As a result, we have more questions, feedback, and tickets coming in than ever before from developers using Retool. As we continue to grow, we’re adding more customer-centric support engineers to help our customers build the systems and tools they need to run their business.

Requirements

2-4 years of experience working in technical and customer-facing roles
Intermediate understanding of JavaScript and web development
Experience supporting a SQL or NoSQL database management system
Ability to communicate effectively through writing and in person
Ability to think on your feet and come up with creative solutions to non-obvious problems
Ability to empathize with customer challenges
Proven ability to diagnose and resolve complex issues in high-availability, production web environments
Strong understanding of RESTful APIs, latency bottlenecks, and error handling in web services
Ability to diagnose infrastructure-related incidents affecting SaaS uptime, including degraded service performance and regional outages

Nice To Haves

Hold a relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
Know React and can fix minor bugs in our codebase

Responsibilities

Talk to users every day via Service Cloud and Zoom
Teach Retool users best practices around performance and development workflows
Explore our codebase, logs, and test instances to debug difficult problems
Troubleshoot new bugs and formalize bug reports
Represent customers internally and advocate for key issues
Contribute to our documentation
Help users debug issues with many different database types and APIs
Analyze and improve our support operations--there's always new Retool apps to build!
Help us track support metrics and share findings you identify