Escalation Engineering Manager - Remote

Overview

As Retool continues to scale rapidly, we need an experienced technical leader to build and manage our Escalation Engineering team. This role will be instrumental in establishing and driving technical excellence across our Technical Customer Experience (TCX) organization, ensuring we maintain the highest customer support standards as we handle increasingly complex deployments and critical customer situations.

In Short

• Build and lead the Escalation Engineering team.
• Define and iterate on the scope of escalations for supporting internal TCX teams.
• Manage and optimize the customer-visible incident management processes.
• Represent trends in customer infrastructure blockers with Engineering and Product teams.
• Coordinate your team’s contributions towards training programs and mentorship frameworks.
• Partner with Technical Enablement to identify opportunities in escalation trends.
• Define and track key performance indicators for the Escalation team.
• Keep abreast of new technologies and methodologies.
• Champion a culture of inclusiveness and technical excellence.

Requirements

• 8+ years of technical experience, with at least 3 years managing technical teams.
• Proven track record of building and leading high-performing technical teams.
• Extensive experience in incident management and critical situation handling.
• Steady and empathetic leadership in the face of the unknown.
• Strong technical leadership abilities.
• Advanced knowledge of cloud infrastructure and containerization.
• Strategic thinking capabilities with a track record of implementing successful initiatives.
• Deep technical expertise in fullstack development.

Benefits

• Generous benefits including medical, dental, vision, and 401(k).
• Equity and/or commission/bonuses dependent on the position offered.
• Hybrid work location.