Support Engineering Manager - Remote

Overview

As a Support Engineering Manager at Retool, you will lead a team of Support Engineers, ensuring they meet their goals while providing excellent support to Enterprise customers. You will work cross-functionally with various teams to enhance customer experience and support efficiency.

In Short

• Manage the UK Support Engineers and own support response times, resolution times, and CSAT ratings for the EMEA region.
• Work with leadership to set and effectively execute targets for your team.
• Help develop your direct reports and cultivate career growth.
• Represent our Premium Support offering with EMEA GTM partners.
• Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues.
• Lead by example in building a culture of honest communication and good humor.
• Manage team scheduling to provide consistent coverage during business hours.
• Plan and execute long-term projects each quarter to improve support efficiency.
• Mentor your direct reports and manage productive weekly 1:1 meetings.
• Actively seek out team roadblocks and stalled customer issues.

Requirements

• 3+ years managing technical teams of 3+ full-time direct reports.
• 6+ years of experience in a customer-facing role for a technical product.
• Familiarity with B2B enterprise software and service-level agreements.
• Familiarity with enterprise-level data architecture and networking.
• Experience coordinating with software engineers on bug resolution timelines.
• Intermediate understanding of JavaScript.
• Experience working with a SQL or NoSQL database management system.
• Ability to navigate high-stakes topics effectively.

Benefits

• Comprehensive benefit plan including medical, dental, vision, and pension plans.
• Equity and/or commission/bonuses dependent on the position offered.
• Generous benefits for all employees.
• Hybrid work location.