Retool
Overview
Nebarly every company in the world runs on custom software for critical operations such as tracking performance metrics, handling customer support workflows, building admin dashboards, and many other processes you might not have even thought of. Most companies lack the resources to properly invest in these tools, leading to clunky internal software or manual spreadsheet flows. At Retool, we are building the first enterprise AppGen platform that transforms natural language into production‑ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining how software is built, and we enable analysts, operators, and domain experts to create solutions safely and consistently.
Why We’re Looking For You We’re growing our Support Engineering team quickly to keep pace with the fast expansion of our business. We need a technical leader to guide a group of highly skilled Support Engineers in solving our customers’ hardest problems and helping them succeed on Retool. You will shape the strategic direction of our Enterprise Support processes, Premium Support offering, and technical support capabilities while fostering a culture of continuous improvement, inclusivity, and ensuring every customer interaction adds value to their experience with Retool.
What You’ll Do Our team takes a hands‑on approach helping Enterprise customers with technical use cases, enabling them to connect Retool to a wide variety of integrations, and building performant apps using custom code. Support Engineering functions as technical experts on the Retool platform with our customers and leverages that experience to advocate for customers with internal teams such as Product, Engineering, and Sales. As a manager, you will:
Ensure your team successfully hits its goals and that your direct reports are well‑positioned to help customers.
Identify team goals, recruit new support engineers, and develop your team members.
Work cross‑functionally with Sales, go‑to‑market teams, and internal stakeholders to prioritize support resources.
Partner with Recruiting throughout the hiring process and project‑manage small groups with counterparts in Engineering and Operations.
Responsibilities
Manage a team of Support Engineers in various regions and their outputs.
Work with leadership to set and execute targets for your team.
Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve.
Help develop direct reports and cultivate career growth.
Lead by example in building a culture of honest communication, empathy, curiosity, and good humor.
Manage team scheduling to provide consistent coverage during business hours and approve PTO.
Plan and execute long‑term projects each quarter to improve support efficiency and meet goals.
Monitor response times, resolution times, CSAT ratings, and other health metrics.
Mentor direct reports and manage productive recurring one‑on‑one meetings.
Actively seek out team roadblocks and stalled customer issues.
Skillset You’ll Bring
1+ years managing technical teams of 3+ full‑time direct reports.
4+ years of support engineering experience in an external customer‑facing role for a technical product.
Familiarity with B2B enterprise software and service‑level agreements.
Familiarity with enterprise‑level data architecture and networking.
Experience coordinating with software engineers on bug‑resolution timelines and incident reviews.
Experience as an individual contributor in a role as a technical expert.
Familiarity working with a SQL or NoSQL database‑management system.
Ability to navigate high‑stakes topics effectively through both written and in‑person communications.
Compensation and Location San Francisco: $156,400—$211,600 USD (base salary for non‑commissionable roles, with potential equity and bonuses). New York: $156,400—$211,600 USD (same terms). Retool offers additional compensation in the form of equity and/or commissions for commissionable roles. Pay and benefits are subject to change in accordance with company policy.
Benefits Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). The company supports a hybrid work location model for eligible roles.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function
Engineering and Information Technology
Industries
Software Development
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Why We’re Looking For You We’re growing our Support Engineering team quickly to keep pace with the fast expansion of our business. We need a technical leader to guide a group of highly skilled Support Engineers in solving our customers’ hardest problems and helping them succeed on Retool. You will shape the strategic direction of our Enterprise Support processes, Premium Support offering, and technical support capabilities while fostering a culture of continuous improvement, inclusivity, and ensuring every customer interaction adds value to their experience with Retool.
What You’ll Do Our team takes a hands‑on approach helping Enterprise customers with technical use cases, enabling them to connect Retool to a wide variety of integrations, and building performant apps using custom code. Support Engineering functions as technical experts on the Retool platform with our customers and leverages that experience to advocate for customers with internal teams such as Product, Engineering, and Sales. As a manager, you will:
Ensure your team successfully hits its goals and that your direct reports are well‑positioned to help customers.
Identify team goals, recruit new support engineers, and develop your team members.
Work cross‑functionally with Sales, go‑to‑market teams, and internal stakeholders to prioritize support resources.
Partner with Recruiting throughout the hiring process and project‑manage small groups with counterparts in Engineering and Operations.
Responsibilities
Manage a team of Support Engineers in various regions and their outputs.
Work with leadership to set and execute targets for your team.
Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve.
Help develop direct reports and cultivate career growth.
Lead by example in building a culture of honest communication, empathy, curiosity, and good humor.
Manage team scheduling to provide consistent coverage during business hours and approve PTO.
Plan and execute long‑term projects each quarter to improve support efficiency and meet goals.
Monitor response times, resolution times, CSAT ratings, and other health metrics.
Mentor direct reports and manage productive recurring one‑on‑one meetings.
Actively seek out team roadblocks and stalled customer issues.
Skillset You’ll Bring
1+ years managing technical teams of 3+ full‑time direct reports.
4+ years of support engineering experience in an external customer‑facing role for a technical product.
Familiarity with B2B enterprise software and service‑level agreements.
Familiarity with enterprise‑level data architecture and networking.
Experience coordinating with software engineers on bug‑resolution timelines and incident reviews.
Experience as an individual contributor in a role as a technical expert.
Familiarity working with a SQL or NoSQL database‑management system.
Ability to navigate high‑stakes topics effectively through both written and in‑person communications.
Compensation and Location San Francisco: $156,400—$211,600 USD (base salary for non‑commissionable roles, with potential equity and bonuses). New York: $156,400—$211,600 USD (same terms). Retool offers additional compensation in the form of equity and/or commissions for commissionable roles. Pay and benefits are subject to change in accordance with company policy.
Benefits Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). The company supports a hybrid work location model for eligible roles.
Seniority Level Mid‑Senior level
Employment Type Full‑time
Job Function
Engineering and Information Technology
Industries
Software Development
#J-18808-Ljbffr