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Senior Community Support Engineer
Retool
San Francisco$140k–187kOn-site2mo ago
- Employment
- Full-time
- Seniority
- Senior
About the role
- Engage daily with users via the Developer Forum and live Office Hours.
- Debug issues related to JavaScript, SQL, databases, and APIs.
- Explore our 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
- 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.
Perks & benefits
- 401k
- Equity Compensation
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