BOUT RETOOL:
Nearly every company in the world runs on custom business software: Gartner estimates that up to 50% of all code is written for internal usage. This is the operational software for refunding orders, underwriting loans, moderating content, managing marketplaces, rolling out new features, onboarding employees, analyzing transactions, providing customer support…the list is nearly endless. For most companies, building and maintaining all of these tools demands a lot of engineering time—scarce, expensive resources better put to use on customer-facing products.
At Retool, we’re designing a new type of development environment that makes it dramatically faster and easier to build all of this software. Retool unifies the ease of visual programming with the power of code, while abstracting away the tedious and repetitive tasks of development. We believe that the future of software development lies in being a force multiplier for developers and technical builders, helping them move considerably faster and build a lot more software. It’s akin to a new version of Visual Basic, HyperCard, or Flash—with a bit of Figma and some future-of-programming vibes thrown on top. 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.
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 across the globe. As we continue to grow, we’re adding customer-centric support engineers to help our APAC customers build the systems and tools they need to run their businesses. Although this is a fully remote position, we are looking for someone in the San Francisco Bay Area.
WHAT YOU’LL DO:
Working 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.
Retool is a broad technical product, so ideally you are a generalist engineer and enjoy learning new technologies. Our platform supports over 30 integrations officially, so you’ll constantly be encountering novel situations. On a typical day, you might help someone debug a database connection, write examples of Javascript code for specific customer use cases, troubleshoot data structures, SQL queries, and API authentication—often live or on an impromptu screen-share.
WHO YOU’LL WORK WITH:
You’ll work with other support 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’LL:
Work with our Enterprise users daily via email, Slack, chat, and Zoom during APAC hours.
5pm – 1am PT Sunday through Thursday
$100 weekly meal stipend
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
Flag incidents and outages to our on-call engineers
Represent customers internally and advocate for key issues
Contribute to our documentation
Help users debug issues with many different database types, APIs, and hosting platforms
Analyze and improve our support operations–there are always new Retool apps to build!
Help us track support metrics and share findings you identify
THE SKILLSET YOU’LL BRING:
2-4 years of experience working in technical and customer-facing roles
A broad technical background and enjoy learning new technologies
Intermediate understanding of JavaScript and web development
Intermediate understanding of platform technologies such as AWS, Docker, Kubernetes, and Azure
Experience supporting a SQL or NoSQL database management system
Ability to communicate effectively through writing and virtually
Ability to think on your feet and come up with creative solutions to non-obvious problems
Ability to empathize with customer challenges and enjoy problem-solving
Bonus points if you know React and can fix minor bugs in our codebase
Retool offers generous benefits to all employees. For more information, please visit the benefits and perks section of our careers page!
At this time, Retool is only set up to employ in the US and UK.
