Support Engineer
Support Engineer helping customers debug and build on the Retool platform. Diagnose complex technical issues with databases, APIs, web performance, and infrastructure while advocating for users internally. Requires 2+ years technical customer support experience, intermediate JavaScript, and database knowledge.
About the job
What You'll Do
- 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
Requirements
- 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
Nice-to-Haves
- Relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
- Knowledge of React and ability to fix minor bugs in our codebase
Skills
JavaScript, SQL, NoSQL, REST APIs, React, AWS, GCP, Service Cloud, Zoom
Similar jobs
Support Engineering jobs
EliseAI
New York, NY
Provides technical support to healthcare clients by troubleshooting AI product issues, investigating root causes with SQL and logs, and advising on configurations. Requires technical proficiency, problem-solving, and customer-facing skills; 0-3 years experience.
Applecart
New York, NY
Provides technical support for internal users by triaging tickets, resolving Tier 1 and 2 issues, managing escalations, and investigating backend problems. Requires 2+ years of product support experience, strong communication, organization, and interest in SQL and APIs.
Bubble
New York, NY
Provides advanced, app-specific technical support for Bubble users by diagnosing configuration and platform issues, escalating bugs, and improving support processes. The role suits a recent graduate with strong communication, problem-solving, and technical learning abilities who can work onsite in New York City.
Zocks
Denver, CO
Supports users of the Zocks AI platform by troubleshooting technical issues, driving feature adoption, and relaying customer feedback to product and engineering. The role requires 1–5 years of client-facing startup experience, API integration familiarity, strong communication, and a security-first approach.
tastytrade
Chicago, IL
Provides high-volume phone and digital support to self-directed investors, including complex options order execution, position analysis, and brokerage platform assistance. Requires FINRA Series 3, 7, and 63 certifications, options and futures knowledge, and 2–3 years of related experience.