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Support Engineering Manager

Team

Support

Location

New York, United States

Apply on Gem
ABOUT RETOOL
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we’re building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.
Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.
Let's build the future together!

WHY WE’RE LOOKING FOR YOU:
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 to bring on technical managers to build and lead groups of Support Engineers in solving our customer’s hardest problems and helping them be successful on Retool.

WHAT YOU’LL DO:

Our team takes a hands-on approach helping 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 and Engineering.
As a manager on this team, you will be responsible for making sure your your team is successful in hitting its goals, and that your direct reports are well-positioned to help our customers. You are also responsible for identifying the goals for the team, helping to recruit for Support Engineering, and developing your team members.

WHO YOU’LL WORK WITH:

In this role you will collaborate cross-functionally with engineering teams to ensure that your team is prepared for new product launches, customer feedback is properly routed, and that critical customers are unblocked quickly when technical issues arise. You’ll collaborate with leadership in Sales, Success, and other go-to-market teams to prioritize Support resources to best assist new and existing customers.
You’ll work with our talented Recruiting team throughout the interview 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 who are 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.

IN THIS ROLE, YOU WILL:

  • Manage the Support team members and your team’s outputs
  • Work with leadership to set goals and targets for your team and effectively execute on those goals
  • Coordinate between Support, Sales, Success, and Engineering to triage and make sure key players are in place to resolve escalated issues
  • 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, and CSAT ratings
  • Mentor your direct reports and manage productive weekly 1:1 meetings
  • Actively seek out team roadblocks and stalled customer issues

THE SKILLSET YOU'LL BRING:

  • 2+ years managing technical teams of 3+ full-time direct reports
  • 4+ years of experience working in a 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
  • Intermediate understanding of JavaScript
  • Experience working with a SQL or NoSQL database management system
  • Ability to navigate high stakes topics effectively through both written and in-person communications

For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate’s experience and qualifications, and location.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $140,000 – $187,000 per year.

Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.