Support Engineering Manager

retool•San Francisco, CA

73d

About The Position

We're growing our Support Engineering team quickly to keep up with the fast growth of our business. As we scale our team, we're looking for a technical leader to lead a group of highly skilled Support Engineers in solving our customers' hardest problems and helping them succeed on Retool. You will shape the strategic direction of our Enterprise Support processes, Premium Support offering, and technical support capabilities while fostering a culture of continuous improvement, inclusivity, and ensuring that every customer interaction adds value to their experience with Retool. Our team takes a hands-on approach helping Enterprise customers with technical use cases, enabling them to connect Retool to a huge variety of integrations, and building performant apps using custom code. Support Engineering functions as technical experts on the Retool platform with our customers and leverages that experience advocating for customers with our internal teams like Product, Engineering, and Sales. As a manager on this team, you are responsible for ensuring your team successfully hits its goals, and that your direct reports are well-positioned to help our customers. You are also responsible for identifying the team goals, helping to recruit for Support Engineering, and developing your team members. In this role, you'll work cross-functionally with various teams to ensure that your team is prepared for new product launches, properly route customer feedback, and quickly unblock critical customers when technical issues arise. You'll collaborate with leadership in Sales and other go-to-market teams to prioritize Support resources and best assist new or existing customers. You'll partner with our talented Recruiting team throughout the hiring process of growing our team, and project manage small groups of Support team members with counterparts in Engineering and Operations to accomplish projects that improve the operational foundations of Support. Ultimately, you will lead a group of enthusiastic Support Engineers passionate about the product and our customers. Together you will help build and scale the support team to become a streamlined, worldwide department and set the standard for delightful support.

Requirements

1+ years managing technical teams of 3+ full-time direct reports
4+ years of support engineering experience working in an external customer-facing role for a technical product
Familiarity with B2B enterprise software and service-level agreements
Familiarity with enterprise-level data architecture and networking
Experience coordinating with software engineers on bug resolution timelines and incident reviews
Experience as an individual contributor in a role as a technical expert
Familiarity working with a SQL or NoSQL database management system
Ability to navigate high-stakes topics effectively through both written and in-person communications

Responsibilities

Manage a team of Support Engineers in various regions and their outputs
Work with leadership to set and effectively execute targets for your team
Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve
Help develop your direct reports and cultivate career growth
Lead by example in building a culture of honest communication, empathy, curiosity, and good humor
Manage team scheduling to provide consistent coverage during business hours and approve PTO
Plan and execute long-term projects each quarter to improve support efficiency and meet goals
Monitor response times, resolution times, CSAT ratings, and other health metrics
Mentor your direct reports and manage productive recurring 1:1 meetings
Actively seek out team roadblocks and stalled customer issues