Retool · 1 month ago
Enterprise Support Engineer, AMER
New York, NY
Full-time
Onsite
Entry, Mid Level
$132K/yr - $178K/yr
2+ years expRetool is a company that is transforming how businesses build custom software. They are seeking an Enterprise Support Engineer to assist customers in utilizing their platform, troubleshoot issues, and improve support operations as the company continues to grow rapidly.
Enterprise SoftwareProductivity ToolsSoftwareSoftware Engineering
Responsibilities
Talk to users every day via Service Cloud and Zoom
Teach Retool users best practices around performance and development workflows
Explore our codebase, logs, and test instances to debug difficult problems
Troubleshoot new bugs and formalize bug reports
Represent customers internally and advocate for key issues
Contribute to our documentation
Help users debug issues with many different database types and APIs
Analyze and improve our support operations--there's always new Retool apps to build!
Help us track support metrics and share findings you identify
Qualification
Required
2-4 years of experience working in technical and customer-facing roles
Intermediate understanding of JavaScript and web development
Experience supporting a SQL or NoSQL database management system
Ability to communicate effectively through writing and in person
Ability to think on your feet and come up with creative solutions to non-obvious problems
Ability to empathize with customer challenges
Proven ability to diagnose and resolve complex issues in high-availability, production web environments
Strong understanding of RESTful APIs, latency bottlenecks, and error handling in web services
Ability to diagnose infrastructure-related incidents affecting SaaS uptime, including degraded service performance and regional outages
Holds a relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
Preferred
Bonus points if you know React and can fix minor bugs in our codebase
Benefits
Medical
Dental
Vision
401(k)
Retool provides a comprehensive benefit plan
Company
Retool
Retool is a software development company that offers solutions in AI apps, documentation, developer tools, and external apps.
201-500 employees
H1B Sponsorship
Retool has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (12)
2023 (5)
2022 (13)
2021 (4)
2020 (1)
Funding
Current Stage
Growth StageTotal Funding
$141MKey Investors
Sequoia Capital
2022-07-27Series C· $45M
2021-12-22Series C· $20M
2020-10-20Series B· $50M
Leadership Team
David Hsu
Founder, CEO
Recent News
SV Angel
2025-12-01
Company data provided by crunchbase