Senior Community Support Engineer
About Retool
Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. 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 building the first enterprise AppGen platform: software that transforms natural language into production-ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly.
Why We're Looking for You
Our customer base is rapidly expanding, and with it comes a growing need for customer-centric support. As we broaden our product offerings, we’re receiving more questions and feedback from developers building with Retool. To address this, we’re adding Community Support Engineers to provide technical advice in public spaces, like our Developer Forum, and foster an active developer community that helps builders succeed with Retool.
What You'll Do
- Deliver clear, technical solutions to developer challenges in publicly accessible spaces, such as our Developer Forum and live Office Hours.
- Regularly research novel topics, provide actionable feedback to internal teams, and create resources like “how-to” guides and demo apps that benefit countless builders.
- Achieve a deep understanding of the technical landscape, tackling challenges like debugging database connections and APIs, optimizing Retool deployments, writing JavaScript examples, and solving API authentication issues.
- Maintain and curate the Developer Forum to ensure it feels active, useful, and accessible.
- Augment 1:1 support with scalable knowledge base articles.
- Advocate for customer needs and collaborate with Engineering and Product on improvements.
- Facilitate developer engagement and feedback during Office Hours and forum discussions.
- Own various projects and improvements that directly impact Community health metrics like response time, engagement, and deflection.
The Skillset You'll Bring
- 3+ years of experience in support engineering, advocacy, or developer education roles.
- Advanced proficiency in JavaScript and web development.
- Experience with SQL or NoSQL databases and API authentication methods (e.g., OAuth 2.0, Okta, SAML).
- Ability to lead live troubleshooting calls and assist customers with Retool.
- Strong written and verbal communication skills in English.
- A creative, problem-solving mindset with a user-first approach.
- Passion for education and empowering developers through teaching.
- A critical eye for identifying process gaps and a track record of building out systems to address them.
- Experience creating or contributing to technical knowledge bases, documentation, or self-serve resources at scale.
- Familiarity with major cloud providers (AWS, Azure, or GCP), networking, and containerization tools like Docker or Kubernetes is a plus.
Additional Information
The base pay range for this role is $140,000 – $187,000 per year. 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.