Support Engineering Lead - Remote

Overview

As a Support Engineering Lead at Retool, you will oversee and manage a global team of Support Engineering managers, ensuring high-quality technical support and excellent customer experience.

In Short

• Lead the Support Engineering team across multiple regions.
• Define and execute strategies for Support Engineering operations.
• Develop and mentor Support Engineering managers.
• Collaborate with cross-functional teams to enhance customer support.
• Ensure high-quality technical support for developers.
• Manage KPIs and performance for the support teams.
• Foster a culture of communication and empathy.
• Plan projects to improve support efficiency.
• Work with leadership to set ambitious organizational targets.
• Represent support offerings in collaboration with GTM teams.

Requirements

• 4+ years leading technical customer-facing teams.
• 6+ years in a Support Engineering role for developer-focused products.
• Experience with B2B enterprise software.
• Familiarity with service-level agreements and data architecture.
• Ability to coordinate with software engineers on bug resolution.
• Strong communication skills for high-stakes topics.
• Experience in performance management and team analysis.
• Ability to enable managers to achieve team goals.

Benefits

• Comprehensive benefits including medical, dental, and vision.
• 401(k) plan.
• Equity compensation options.
• Flexible work location with hybrid options.
• Opportunities for career growth and development.