Support Engineer: AI‑Powered Enterprise App Debugger

Retool, Inc.; New York (NY); Hybrid; USD 112,500 - 184,000; Full time

Benefits offered by this job

Medical, Dental, Vision

401(k)

Hybrid work location

Job summary

Retool, Inc. is seeking a customer-focused Support Engineer to help developers and analysts build production-grade apps on our enterprise AppGen platform.

You will communicate with users daily, troubleshoot complex issues, and contribute to documentation while collaborating with software engineers to resolve production incidents. The role requires 2–4 years in technical, customer-facing roles, solid JavaScript and web development knowledge, and experience with SQL/NoSQL databases; cloud

Qualifications

• 2–4 years of experience in technical and customer-facing roles
• Intermediate understanding of JavaScript and web development
• 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
• Bonus points if you hold cloud certifications (AWS/Google Cloud)
• Additional bonus points if you know React and can fix minor bugs in our codebase

Responsibilities

• 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

Skills

JavaScript

SQL/NoSQL

RESTful APIs

Communication

Troubleshooting

Job description

Retool, Inc. is seeking a customer-focused Support Engineer to help developers and analysts build production-grade apps on our enterprise AppGen platform.

You will communicate with users daily, troubleshoot complex issues, and contribute to documentation while collaborating with software engineers to resolve production incidents. The role requires 2–4 years in technical, customer-facing roles, solid JavaScript and web development knowledge, and experience with SQL/NoSQL databases; cloud