IN THIS ROLE, YOU'LL: - Own the escalation program end-to-end: define escalation criteria, severity classifications, and SLA targets. You're accountable for whether the system works, not just whether your individual cases close.
- Provide advanced technical support and guidance both internally and to customers as an internal escalation point for the Technical Customer Experience organization
- Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution.
- Build the feedback loop into Engineering and Product: identify recurring patterns across escalations and translate them into structured product feedback, bug prioritization, and roadmap influence.
- Upskill team members through mentorship, training, and technical coaching on advanced technical topics proactively and reactively based on the team's needs.
- Lead, consult, contribute, and delegate high-impact projects within the Support department such as creating/refining internal support processes, automating tedious and repetitive tasks with the help of AI, raising our efficiency across the board, and driving improvement to the escalation and incident processes.
- Keep abreast of new technologies and methodologies to continuously improve our technical support standards.
- Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes.
THE SKILLSETS YOU'LL BRING: - 5+ years of experience in a technical support or support engineering role, with at least 1 year in an escalated support or similar position
- Advanced understanding of React, Terraform, JavaScript, web development, and various database management systems (SQL and NoSQL)
- Advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML)
- Proven experience in incident management and resolution of critical technical issues
- Excellent problem-solving skills, with a creative approach to addressing complex challenges
- Outstanding communication skills in English, both written and verbal
- Familiarity and certifications with multiple cloud providers (AWS, Azure, GCP).
- Experience with containerization and orchestration technologies (Docker, Kubernetes).
- Bachelor's degree or higher in Computer Science or a related field is required.
For candidates based in the United States, the pay range(s) for this role is listed below and represents base salary range for non-commissionable roles or on-target earnings (OTE) for commissionable roles. This salary range may be inclusive of several career levels at Retool and will be narrowed during the interview process based on a number of factors such as (but not limited to), scope and responsibilities, the candidate's experience and qualifications, and location.
Additional compensation in the form(s) of equity and/or commission are dependent on the position offered. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). Pay and benefits are subject to change at any time, consistent with the terms of any applicable compensation or benefit plans.
The base pay range for this role is $157,000 - $216,800 per year.
Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!
Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.
