Senior, Community Support Engineer

Responsibilities

• Engage daily with users via the Developer Forum and live Office Hours.
• Debug issues related to JavaScript, SQL, databases, and APIs.
• Explore codebase, logs, and test instances to resolve complex problems.
• 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.

Requirements

• 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.
• Creative, problem-solving mindset with a user-first approach.
• Passion for education and empowering developers through teaching.
• 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.

Nice-to-Haves

• Familiarity with major cloud providers (AWS, Azure, or GCP), networking, and containerization tools like Docker or Kubernetes.

Compensation

Base pay range: $140,000 – $187,000 per year. Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k).