- Provide advanced technical support and guidance both internally and to customers as the internal escalation point for Support Engineers
- Lead 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.
- 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.
-
Manager, Customer Support Engineering
1 week ago
Fastly San Francisco, United StatesWe're building a more trustworthy Internet. Come join us. · **Manager, Customer Support Engineering** · As a Customer Support Engineering Manager, your job will be to manage, inspire and develop a team of Customer Support Engineers. You will provide regular feedback to help devel ...
-
IT Support Engineer
2 weeks ago
Bee Talent Solutions San Francisco, United StatesWe are looking for an IT Support Engineer - Hardware Lifecycle Specialist to join our client's Workplace Technologies Support and Services Team. This role will be part of the backbone of technology logistics. You will support all hardware lifecycle including shipping, receiving, ...
-
IT Support Engineer
2 weeks ago
AlphaSights San Francisco, United StatesImmediate Start · San Francisco based · About AlphaSights · AlphaSights is the global leader in knowledge on-demand. We connect investment and business leaders with a dynamic network of industry professionals whose informed perspectives help our clients make superior investmen ...
-
IT Support Engineer
2 weeks ago
Aditi Consulting San Francisco, United StatesSummary: · Looking for an IT Support Engineer - Hardware Lifecycle Specialist - to join our Workplace Technologies Support and Services Team. This role will be part of the backbone of technology logistics. You will support all hardware lifecycle including shipping, receiving, as ...
-
Support Engineer
1 week ago
Sanity San Francisco, United StatesLink to template: · We are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering an ...
-
Support Engineer
1 week ago
Sanity San Francisco, United StatesWe are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering and Sales around custome ...
-
IT Support Engineer
2 weeks ago
IT Solutions LLC San Francisco, United StatesRole: IT Support Engineer · Location: Hybrid- South SF · Type: Long term contract, Contract to hire, or straight hire · s a Senior IT Helpdesk Support Engineer, reporting to our Director IT Infrastructure and Operations, you will be part of a team that Olema will rely on to suc ...
-
Support Engineer
3 weeks ago
Sanity San Francisco, United StatesLink to template: · We are looking for an empathic support engineer who is excited about solving technical issues for our enterprise customers. As a support engineer at Sanity, you will work closely with Product and Engineering teams and collaborate with Solution Engineering an ...
-
Support Engineer
2 weeks ago
Mixpanel San Francisco, United StatesAbout Mixpanel · Mixpanel is an event analytics platform for builders who need answers from their data at their fingertips-no SQL required. When everyone in the organization can see and learn from the impact of their work on product, marketing, and company revenue metrics, they ...
-
IT Support Engineer
1 week ago
Javen Technologies, Inc San Francisco, United StatesTitle: IT Support Engineer · Duration: 10+ months (Possible Extension) · Location: San Francisco, CA Onsite) · Duties: · Role onsite in San Francisco Office. · Okta is looking for an IT Support Engineer - Hardware Lifecycle Specialist to join our Workplace Technologies Support a ...
-
IT Support Engineer
5 days ago
AlphaSights San Francisco, United StatesAlphaSights is the global leader in knowledge on-demand. We connect investment and business leaders with a dynamic network of industry professionals whose informed perspectives help our clients make superior investment and business decisions. With 1500+ employees and nine offices ...
-
Support Engineer
1 week ago
AI21 Labs San Francisco, United StatesWe are looking for experienced and passionate individuals to join our Support Engineering team in the US and Israel. In this role, you will be guiding our customers and partners with your technical and product expertise. Your work will bring us toward industry leading customer fo ...
-
Support Engineer
1 week ago
Etleap San Francisco, United States[Full Time] Support Engineer at Etleap (United States) | BEAMSTART Jobs · Support Engineer · Etleap United States · Date Posted · 25 Jun, 2022 · Work Location · San Francisco, United States · Salary Offered · Not Specified · Job Type · Full Time · Experience Required · 1+ years ...
-
Support Engineer
1 week ago
Replit San Francisco, United States[Full Time] Support Engineer at Replit (United States) | BEAMSTART Jobs · Support Engineer · Replit United States · Date Posted · 17 Nov, 2022 · Work Location · San Francisco, United States · Salary Offered · Not Specified · Job Type · Full Time · Experience Required · 3+ years ...
-
Support Engineer
1 week ago
Elastic San Francisco, United StatesElastic is a free and open search company that powers enterprise search, observability, and security solutions built on one technology stack that can be deployed anywhere. From finding documents to monitoring infrastructure to hunting for threats, Elastic makes data usable in rea ...
-
Support Engineer
1 week ago
ReadMe San Francisco, United States[Full Time] Support Engineer at ReadMe (United States) | BEAMSTART Jobs · Support Engineer · ReadMe United States · Date Posted · 24 Nov, 2022 · Work Location · San Francisco, United States · Salary Offered · $140000 — $160000 yearly · Job Type · Full Time · Experience Required ...
-
IT Support Engineer
2 weeks ago
JBCPlatform San Francisco, United StatesJob Description · Job DescriptionTitle: IT Support Engineer · Company Description: Technology Provider · Location: San Francisco, CA · Salary Range: $28-$30/hr · Hourly rate is commensurate with experience and is an estimated range provided by JBC · Responsibilities: · Manage ...
-
Support engineer
1 week ago
Replicate Inc San Francisco, United StatesYou'll be helping our customers: answering their questions, debugging their code, whatever it takes. · This is a great role for someone who wants to work at a fast moving startup. You will become an expert in our product and how to help our customers. You will also play an impor ...
-
Support Engineer
1 week ago
Sanity San Francisco, United StatesWho are we? · is a modern, flexible content platform that replaces rigid legacy content management systems so companies like PUMA, Spotify, Figma, Riot Games , and Skims can create amazing digital experiences for their customers. · One of our big differentiators is treating cont ...
-
IT Support Engineer
5 days ago
Twitch San Francisco, United StatesAbout Twitch · Twitch is the world's biggest live streaming service, with global communities built around gaming, entertainment, music, sports, cooking, and more. It's where millions of people come together to chat, interact, and make their own entertainment. · We're about comm ...
Escalation Support Engineer - San Francisco, United States - Retool
Description
ABOUT RETOOL:Nearly every company in the world runs on custom software: Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.
At Retool, we're on a mission to bring good software to everyone. We're building a new type of development platform that combines the benefits of traditional software development with a drag-and-drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects. The result is not just productivity, but good software by default. And that's a mission worth striving for.
Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission-critical apps for thousands of users across their business. Interested in joining us? Let us know
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:
Additional compensation in the form(s) of equity, and/or commission/bonuses 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.
United States pay range
$107,100-$150,500 USD
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.