Senior Community Support Engineer

Retool; San Francisco (CA); On-site; USD 140,000 - 187,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) plan

Opportunities for professional growth

Job summary

A tech development platform is looking for a Senior Community Support Engineer to provide technical assistance through the Developer Forum and Office Hours. Responsibilities include user engagement, debugging, and creating knowledge resources. The ideal candidate has 3+ years in support or developer education, advanced JavaScript proficiency, and a passion for education. The position offers a hybrid work model and a competitive salary range of $140,000 – $187,000 per year.

Qualifications

• 3+ years of experience in support engineering, advocacy, or developer education.
• Advanced proficiency in JavaScript and web development.
• Experience with SQL or NoSQL databases and API authentication methods (e.g., OAuth 2.0).
• Strong written and verbal communication skills in English.
• Passion for education and empowering developers.

Responsibilities

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Maintain and curate the Developer Forum.
• Facilitate developer engagement and feedback during Office Hours.

Skills

JavaScript

Web development

SQL

NoSQL

API authentication

Communication

Problem-solving

Education and teaching

Knowledge base creation

Cloud providers (AWS, Azure, GCP)

Docker

Kubernetes

Job description

Senior Community Support Engineer

At Retool, we build a platform that turns natural language into production‑ready code. The Senior Community Support Engineer provides technical assistance in public spaces such as the Developer Forum and live Office Hours, and creates scalable knowledge resources for our developer community.

Responsibilities

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore the codebase, logs, and test instances to resolve complex problems.
• Maintain and curate the Developer Forum to ensure it feels active, useful, and accessible.
• Augment 1:1 support with scalable knowledge‑base articles.
• Advocate for customer needs and collaborate with Engineering and Product on improvements.
• Facilitate developer engagement and feedback during Office Hours and forum discussions.
• Own various projects and improvements that directly impact community health metrics such as response time, engagement, and deflection.

Qualifications

• 3+ years of experience in support engineering, advocacy, or developer education roles.
• Advanced proficiency in JavaScript and web development.
• Experience with SQL or NoSQL databases and API authentication methods (e.g., OAuth 2.0, Okta, SAML).
• Ability to lead live troubleshooting calls and assist customers with Retool.
• Strong written and verbal communication skills in English.
• A creative, problem‑solving mindset with a user‑first approach.
• Passion for education and empowering developers through teaching.
• A critical eye for identifying process gaps and a track record of building out systems to address them.
• Experience creating or contributing to technical knowledge bases, documentation, or self‑serve resources at scale.
• Familiarity with major cloud providers (AWS, Azure, or GCP) and networking and containerization tools such as Docker or Kubernetes is a plus.

Benefits & Compensation

• Base salary range: $140,000 – $187,000 per year
• Additional compensation in the form of equity and/or commission (dependent on the position offered)
• Hybrid work location in the United States with a comprehensive benefits plan including medical, dental, vision, and 401(k)
• Opportunities for professional growth and participation in a collaborative culture
• Location: United States, hybrid work model