Support Engineer, EMEA

About Retool

Nearly every company in the world runs on custom software:
Gartner estimates that up to 50% of all code is written for internal use. This is the operational software for refunding orders, underwriting loans, onboarding employees, analyzing transactions, and providing customer support. 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 on a mission to bring good software to everyone. We’re building a new type of development platform that combines the benefits of traditional software development with a drag‑and‑drop UI editor and AI, making it dramatically faster to build internal tools. We believe that the future of software development lies in abstracting away the tedious and repetitive tasks developers waste time on, while creating reusable components that act as a force multiplier for future developers and projects.

The result is not just productivity, but good software by default. And that’s a mission worth striving for.

Today, our customers span from small startups building their first operational tools to Fortune 500 companies building mission‑critical apps for thousands of users across their business. Interested in joining us? Let us know!

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 from developers using Retool. As we continue to grow, we’re adding more customer‑centric support engineers to help our customers build the systems and tools they need to run their business.

As a Support Engineer at Retool, you’ll communicate with developers of all sizes to help unblock technical issues. You’ll help answer their more difficult Retool development questions, troubleshoot connecting to many kinds of databases or APIs, and brainstorm app structure and best practices. Often, this will mean researching new topics and reporting back to the customer on the best approach to achieve their goals.

Retool is a broad technical product, so ideally, you are a generalist engineer and enjoy learning new technologies. Our platform supports over 30 integrations, so you’ll constantly encounter novel situations. On a typical day, you might help someone debug a database connection, write examples of JavaScript code for specific customer use cases, troubleshoot data structures, SQL queries, and API authentication—often live or on an impromptu screen‑share.

You’ll work with other support engineers and software engineers to diagnose, troubleshoot, and solve customer problems. You’ll also help train new coworkers on supporting our users. 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!

• 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

• 2–4 years of experience working in technical and customer‑facing roles
• Intermediate understanding of JavaScript and web development
• Experience supporting a SQL or No
  
  SQL 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
• Pr…