Support Engineer

Retool; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A technology company is seeking a Support Engineer to assist users with technical issues related to their platform. You will engage daily with users to teach best practices, debug problems, and advocate for customer needs. The ideal candidate will have 2-4 years of experience in technical support, a solid understanding of database management systems, and relevant cloud certifications. This role is hybrid and offers generous benefits.

Benefits

Generous benefits

Hybrid work location

Qualifications

• 2-4 years of experience in technical and customer-facing roles.
• Experience with SQL or NoSQL database systems.
• Ability to troubleshoot complex technical issues.

Responsibilities

• Communicate with users via Service Cloud and Zoom.
• Teach users best practices for development workflows.
• Debug issues through exploration of codebase and logs.

Skills

Technical support

Problem solving

Effective communication

RESTful APIs

Database management

Education

Relevant cloud certification

Tools

Service Cloud

SQL databases

NoSQL databases

Job description

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

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.

WHAT YOU'LL DO

As a Support Engineer at Retool, you’ll communicate with developers of all sizes to help unblock technical issues. 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.

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 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!

IN THIS ROLE, YOU WILL:

• 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
• 2-4 years of experience working in technical and customer-facing roles
• 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
• Holds a relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
• Bonus points if you know React and can fix minor bugs in our codebase

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.