Retool · 3 weeks ago
Support Engineering Manager
New York, NY
Full-time
Onsite
Mid, Senior Level
$156K/yr - $212K/yr
4+ years expRetool is on a mission to bring good software to everyone by building a new type of development platform. They are seeking a Support Engineering Manager to lead a team of Support Engineers in solving customer issues and ensuring team success.
Enterprise SoftwareProductivity ToolsSoftwareSoftware Engineering
Responsibilities
Manage the Support team members and your team’s outputs
Work with leadership to set goals and targets for your team and effectively execute on those goals
Coordinate between Support, Sales, Success, and Engineering to triage and make sure key players are in place to resolve escalated issues
Help develop your 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, and CSAT ratings
Mentor your direct reports and manage productive weekly 1:1 meetings
Actively seek out team roadblocks and stalled customer issues
Qualification
Required
2+ years managing technical teams of 3+ full-time direct reports
4+ years of experience working in a 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
Intermediate understanding of JavaScript
Experience working with a SQL or NoSQL database management system
Ability to navigate high stakes topics effectively through both written and in-person communications
Benefits
Medical
Dental
Vision
401(k)
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