Technical Support Specialist

San Francisco /
Support /
Full-time
WHY WE'RE LOOKING FOR YOU
In the last year, we’ve grown our customer base over 5x and continued to enhance our product. As a result we have more questions, feedback, and tickets coming in than ever before. As we continue to grow, we’re adding more customer-centric support specialists to triage technical issues and advocate for our users based on common trends and issues you encounter. You’ll be on the front lines empowering our users to build better internal tools quickly. 

WHAT YOU'LL DO
As a Technical Support Specialist you will be the customer’s first point of contact as they encounter new technical issues. Retool is a broad product that supports a huge variety of components, custom code, and over 30 different database and API integrations. Because of this, you’ll constantly be encountering novel technical challenges. You’ll work with customers to help explore how they can build their use case in Retool or escalate issues to other team members when needed.

We prioritize excellent support as part of our customer experience, so your primary responsibility will be to make sure our users get the help they need quickly to use Retool effectively. In addition to helping individual customers, you’ll help improve the product and user experience by surfacing issues and common feature requests to our engineering and product teams.

WHO YOU'LL WORK WITH
You’ll work with support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You will also partner with product to consult on new features and areas for improvement related to the issues you encounter. Support is a small team today, but rapidly expanding to match our customer growth. 

You’ll be joining a broader team of Retools who are passionate about serving our customers, enjoy collaborating to build an incredibly innovative product, and partake in some occasional-but-well-intentioned sarcasm. If this sounds like you, we’d love to hear from you! 

THE SKILLSET YOU'LL BRING

    • Foundational knowledge of Javascript and SQL
    • Knowledge of common data types and structures
    • Ability to teach and explain technical topics 
    • Related experience working directly with customers in a technical role
    • Excitement to support and influence a growing product with customer needs
    • Drive to explore new technical topics and talk about your findings
    • Bonus points for familiarity with any of our database or API integrations
Retool is a fast way of building internal tools through our low-code drag-and-drop platform. We were founded in 2017 and graduated from YC the same year. Our Series A was led by Sequoia and we're backed by Daniel Gross (whose company is right upstairs from us!), John and Patrick Collison of Stripe, and Elad Gil, among others.