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Associate Support Engineer - San Francisco

San Francisco

why we're looking for you

Our customer base is growing fast along with the features we are adding to support them. As a result we have more questions, feedback, and tickets coming in than ever before. As we continue to grow, we’re adding customer-facing Associate Support Engineers to triage technical issues and advocate for our users. In this role, you’ll be on the front lines empowering our users to build better internal tools quickly.

what you'll do

As an Associate Support Engineer you’ll be the customer’s first point of contact as they encounter roadblocks. Because of the nature of the Retool product (variety of components, customer code, dozens of database and API integrations) you’ll constantly be encountering novel technical challenges.. You’ll work with customers to help explore how they can build their use case in Retool or escalate issues to other team members when needed.

Your primary responsibility will be to make sure our users get the help they need quickly to use Retool effectively. In addition to helping individual customers, you’ll shape the direction of the product by relaying customer feedback and surfacing feature requests from our customer base.

who you'll work with

You’ll work with support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You will also partner with product to consult on new features and areas for improvement related to the issues you encounter. Support is a small team today, but rapidly expanding to match our customer growth. 

You’ll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and partake in some occasional-but-well-intentioned sarcasm. If this sounds like you, we’d love to hear from you!

the skillset you'll bring:

  • Foundational knowledge of Javascript and SQL
  • Knowledge of common data types and structures
  • Ability to teach and explain technical topics 
  • Related experience working directly with customers in a technical role
  • Excitement to support and influence a growing product with customer needs
  • Drive to explore new technical topics and talk about your findings
  • Bonus points for familiarity with any of our database or API integrations