Support Engineering Manager

Retool is seeking a Support Engineering Manager to lead the UK Support Engineers and ensure support response times, resolution times, and CSAT ratings for the EMEA region are met. The manager will develop direct reports, cultivate career growth, and represent the Premium Support offering with EMEA GTM partners. This role involves cross-functional collaboration with Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve blockers. The Support Engineering Manager will also lead by example in building a culture of honest communication, empathy, curiosity, and good humor.Responsibilities:

• Manage the UK Support Engineers.
• Own support response and resolution times.
• Help develop direct reports.
• Represent Premium Support offering.
• Coordinate between Support, Sales, TCX, and Engineering.
• Manage team scheduling and PTO.
• Plan and execute long-term projects.
• Mentor direct reports and manage 1:1 meetings.
• Actively seek out team roadblocks.

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 and incident reviews.
• Intermediate understanding of JavaScript.
• Experience working with a SQL or NoSQL database management system.
• Ability to navigate high-stakes topics effectively.

Retool offers to their employees:

• Generous benefits.
• Hybrid work location.