Enterprise Support Engineer, Amer
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Job Description
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.
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!
WHAT YOU'LL DO:
- Talk to users every day via Service Cloud and sometimes 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
THE SKILLSET YOU'LL BRING:
2-4 years of experience working 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
- Familiarity with AWS, GCP, or equivalent
- Bonus points if you know React and can fix minor bugs in our codebase
Automate your job search with Sonara.
Submit 10x as many applications with less effort than one manual application.