Enterprise Support Engineer, AMER at Retool

New York, New York, United States

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

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 degrade

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

Key technologies and capabilities for this role

Customer SupportTechnical SupportTroubleshootingDeveloper ToolsEnterprise SoftwareTicketing SystemsSaaS

Questions & Answers

Common questions about this position

What does the Enterprise Support Engineer role involve on a daily basis?

You'll talk to users every day via Service Cloud and Zoom, teach best practices around performance and development workflows, explore the codebase and logs to debug problems, troubleshoot bugs, and advocate for customer issues internally.

Who will I be working with in this role?

You'll work with other support engineers and software engineers to diagnose and solve customer problems, help train new coworkers, and join a broader team passionate about serving customers and collaborating on an innovative product.

What is the company culture like at Retool?

The team is passionate about serving customers, enjoys collaborating to build an innovative product, and includes some occasional-but-well-intentioned sarcasm.

Is this position remote or does it require office work?

This information is not specified in the job description.

What is the salary or compensation for this role?

This information is not specified in the job description.

Retool

Simplifies development of internal business tools

About Retool

Retool helps businesses create internal tools quickly and easily, targeting developers and IT teams. Users can build applications by connecting to various databases and APIs using a drag-and-drop interface, which reduces the need for extensive coding. The platform manages data fetching and user interface concerns, allowing developers to focus on customization. Retool operates on a subscription model and aims to streamline operations and improve productivity for businesses.

San Francisco, CaliforniaHeadquarters

2017Year Founded

$160.6MTotal Funding

SERIES_CCompany Stage

Data & Analytics, Enterprise SoftwareIndustries

201-500Employees

Benefits

Competitive healthcare, dental and vision benefits.

Breakfast, lunch and dinner at our San Francisco and New York offices.

$1,200 annual stipend for anything learning-related (books, conferences, classes, etc.).

$1,000 work-from-home-setup stipend.

Take the time you need to recharge!

Family planning support and paid parental leave.

Enrollment and matching up to an effective rate of 4%.

Mental health and wellness benefits

Risks

Increased competition from other low-code platforms may erode market share.

Expansion into external apps could introduce security vulnerabilities.

Dependence on third-party APIs poses risks if services change or fail.

Differentiation

Retool enables rapid internal tool development with a drag-and-drop interface.

It supports integration with various databases and APIs, enhancing flexibility.

Retool's platform is accessible to users with limited programming skills.

Upsides

Retool's expansion to external apps broadens its market reach.

Partnership with OpenAI enhances AI capabilities in business applications.

Growing demand for low-code platforms boosts Retool's market potential.

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