WHY WE'RE LOOKING FOR YOU:As Retool continues to evolve and our customer base expands, the complexity and criticality of the issues we encounter have grown. To ensure we maintain our high standards of technical support and customer satisfaction, we have introduced the Escalation Engineer role. This role will be the go-to expert for our most challenging and critical customer issues, managing incidents, and elevating the capabilities of our entire support team while ensuring that every customer interaction adds value to their experience with Retool.WHO YOU'LL WORK WITH: You will work closely with a team of skilled Support Engineers, sharing your expertise and insights to enhance their capabilities. You will also collaborate with EPD (Engineering, Product, & Design) and our Go-To-Market teams, contributing to the overall improvement of Retool's products and services. As part of a forward-thinking team, you'll play a vital role in shaping the future of our technical support experience.IN THIS ROLE, YOU'LL: Provide advanced technical support and guidance both internally and to customers as the internal escalation point for Support EngineersLead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution.Collaborate closely with engineering teams to address complex problems.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: 4+ 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 JavaScript, web development, and various database management systems (SQL and NoSQL).Proven experience in incident management and resolution of critical technical issues.Strong leadership skills, with the ability to guide and mentor team members.Excellent problem-solving skills, with a creative approach to addressing complex challenges.Outstanding communication skills in English, both written and verbal.Familiarity with multiple cloud providers (e.g., AWS, Azure, GCP) and advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML).Experience with containerization and orchestration technologies like Docker and Kubernetes is highly desirable.
