Support Engineer

Retool; London; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An innovative company is seeking a Support Engineer to join their rapidly expanding team. In this role, you will engage with users daily, helping them navigate technical challenges and optimize their use of a cutting-edge development platform. This position offers a unique opportunity to work collaboratively with engineers, contribute to documentation, and advocate for customer needs. With a focus on creative problem-solving and strong communication, you will play a vital role in enhancing user experience and support operations. Join a dynamic team passionate about building good software for everyone.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Pension Plans

Equity Options

Flexible Work Hours

Generous Paid Time Off

Qualifications

• Experience in technical customer-facing roles with strong communication skills.
• Holds a relevant cloud certification and skilled in troubleshooting SaaS issues.

Responsibilities

• Communicate with users daily to troubleshoot technical issues.
• Contribute to documentation and analyze support operations.

Skills

SQL

NoSQL

Customer Support

Troubleshooting

Communication

Creative Problem Solving

Education

Relevant Cloud Certification (e.g. AWS or Google Cloud)

2-4 years in technical customer-facing roles

Tools

Service Cloud

Zoom

Job description

Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that’s a mission worth striving for.

Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know!

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 documentation
• Help users debug issues with many different database types and APIs
• Analyze and improve our support operations--there are always new Retool apps to build!
• Help us track support metrics and share findings you identify
• 2–4 years in technical, customer-facing roles with strong communication skills
• Experience with SQL or NoSQL databases and diagnosing issues in production environments
• Skilled in troubleshooting SaaS infrastructure issues, including performance degradation and outages
• Creative problem solver with strong customer empathy
• Holds a relevant cloud certification (e.g., AWS or Google Cloud)
• Bonus: Familiarity with React and ability to fix minor frontend bugs

For candidates based in London, 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/bonuses are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and pension plans. Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.

London

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.