Support Engineering Manager at Retool

New York, New York, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, SoftwareIndustries

Requirements

Technical leadership experience to lead highly skilled Support Engineers in solving customers' hardest problems
Ability to shape strategic direction of Enterprise Support processes, Premium Support offering, and technical support capabilities
Experience fostering a culture of continuous improvement and inclusivity
Hands-on approach to helping Enterprise customers with technical use cases, integrations, and building performant apps using custom code
Expertise as technical experts on the Retool platform, advocating for customers with internal teams (Product, Engineering, Sales)
Ability to work cross-functionally with Sales, go-to-market teams, Product, Engineering, Operations, and Recruiting
Skills in identifying team goals, recruiting for Support Engineering, and developing team members
Capability to prepare team for new product launches, route customer feedback, unblock critical customers, prioritize resources, and project manage improvements

Responsibilities

Lead a group of Support Engineers to solve customers' hardest problems and help them succeed on Retool
Ensure team hits its goals and direct reports are well-positioned to help customers
Identify team goals and help recruit for Support Engineering
Develop team members
Shape strategic direction of Enterprise Support processes, Premium Support offering, and technical support capabilities
Foster a culture of continuous improvement and inclusivity, ensuring every customer interaction adds value
Collaborate cross-functionally to prepare for product launches, route feedback, unblock issues, prioritize resources, and assist customers
Partner with Recruiting on hiring and project manage Support team members with Engineering/Operations for operational improvements
Build and scale the support team into a streamlined, worldwide department setting the standard for delightful support

Skills

Key technologies and capabilities for this role

Support EngineeringTechnical LeadershipCustomer SupportTroubleshootingTeam Management

Questions & Answers

Common questions about this position

What will I be responsible for as the Support Engineering Manager?

You will lead a team of Support Engineers to solve customers' hardest problems, shape the strategic direction of Enterprise Support processes and Premium Support offering, foster continuous improvement and inclusivity, ensure team goals are met, position direct reports for success, identify team goals, and help with recruiting.

What is the salary or compensation for this role?

This information is not specified in the job description.

Is this position remote or does it require office work?

This information is not specified in the job description.

What skills or experience are needed for the Support Engineering Manager role?

The role requires being a technical leader with experience leading highly skilled Support Engineers, expertise on the Retool platform, and skills in strategic direction for support processes, customer advocacy with internal teams, and fostering continuous improvement.

What is the company culture like at Retool?

Retool fosters a culture of continuous improvement, inclusivity, hands-on technical support for customers, and ensuring every customer interaction adds value, while growing the Support Engineering team quickly.

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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