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Support Engineer - New York

Team
Support
Location
New York
Commitment
Full-time

why we're looking for you

In the last year we’ve grown our customer base over 5x and continued to enhance our product. As a result we have more customer questions, feedback, and tickets coming in than ever before. 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.  

what you'll do

Working in Support at Retool you’ll communicate with customers of all sizes over many channels including chat, Slack, our community forum, and video calls. You’ll help answer their more difficult Retool development questions, troubleshoot connecting to many kinds of databases or APIs, and brainstorm app structure and best practices. Often this will mean researching new topics and reporting back to the customer on the best approach to achieve their goals.

Retool is a broad technical product, so ideally you are a generalist engineer and enjoy learning new technologies. Our platform supports over 30 integrations officially, so you’ll constantly be encountering novel situations. On a typical day, you might help someone debug a database connection, write examples of Javascript code for specific customer use cases, troubleshoot data structures, SQL queries, and API authentication—often live or on an impromptu screen-share.

who you'll work with

You’ll work with other support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You’ll also help train new coworkers on supporting our users. Support is a small team today, but rapidly expanding to match our customer growth.

You’ll be joining a broader team of Retoolers 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!  

in this role, you'll:

  • Talk to customers every day via chat, email, forum, and video
  • 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

the skillset you'll bring:

  • 2-4 years of experience working in technical and customer facing roles
  • A broad technical background and enjoy learning new technologies 
  • 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 and enjoy problem solving
  • Bonus points if you know React and can fix minor bugs in our codebase