Senior Community Support Engineer

ReTool; San Francisco (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Retool seeks a Senior Community Support Engineer to provide technical guidance to developers in public spaces, including forums and live Office Hours. You’ll build reusable content and actionable feedback for internal teams while driving developer success with Retool.

You’ll tackle JS, SQL/NoSQL, API authentication, and deployment challenges across a broad tech landscape, while shaping community health and collaboration with Product and Engineering teams.

Qualifications

• 3+ years 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 (OAuth 2.0, Okta, SAML).
• Ability to lead live troubleshooting calls and assist customers with Retool.
• Strong written and verbal English communication.

Responsibilities

• Engage daily with users via Developer Forum and Office Hours.
• Debug JavaScript, SQL, databases, and APIs issues.
• Explore codebases, logs, and test instances to resolve problems.
• Maintain and curate the Developer Forum for activity and accessibility.
• Create scalable knowledge base articles to augment support.

Skills

JavaScript

SQL/NoSQL

Documentation

Public speaking

English fluency

Customer advocacy

Troubleshooting

Communication

Tools

Docker

Kubernetes

Job description

WHY WE'RE LOOKING FOR YOU

Our customer base is rapidly expanding, and with it comes a growing need for customer‑centric support. As we broaden our product offerings, we’re receiving more questions and feedback from developers building with Retool. To address this, we’re adding Community Support Engineers to provide technical advice in public spaces, like our Developer Forum, and foster an active developer community that helps builders succeed with Retool.

WHAT YOU'LL DO

As a Senior Community Support Engineer, you’ll deliver clear, technical solutions to developer challenges in publicly accessible spaces, such as our Developer Forum and live Office Hours. You’ll regularly research novel topics, provide actionable feedback to internal teams, and create resources like “how‑to” guides and demo apps that benefit countless builders. A core part of this role is building knowledge that scales, transforming individual support interactions into reusable content that helps the broader developer community self‑serve.

You’ll work across a broad technical landscape, tackling challenges like debugging database connections and APIs, optimizing Retool deployments, writing JavaScript examples, and solving API authentication issues. Whether helping in live sessions or forums, you’ll constantly learn and adapt to new technologies.

Beyond technical support, you'll play an active role in shaping the health and culture of our developer community. This means recognizing and elevating quality contributions, keeping discussions on‑topic and constructive, and ensuring the forum remains a welcoming space for builders at every skill level. You'll develop a feel for community dynamics – spotting when engagement is slipping, surfacing trending pain points, and helping newer members find their footing.

WHO YOU'LL WORK WITH

You’ll partner with other Community Support engineers and closely collaborate with support and software engineers across Retool. Together, you’ll troubleshoot issues, train new team members, and foster an active developer community.

You’ll regularly engage with Product and Marketing teams in order to support new feature and product launches, anticipating customer needs and subsequently funneling feedback to the most relevant stakeholders in real time.

Community Support is part of the broader Support organization, which spans SF, NYC, and London. Despite our growth, we maintain a tight‑knit, collaborative culture, united by a shared passion for helping customers and building an innovative product.

IN THIS ROLE, YOU WILL:

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore our 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 like response time, engagement, and deflection.

THE SKILLSET YOU'LL BRING:

• 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), networking, and containerization tools like Docker or Kubernetes is a plus.