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Job Description
Retool is seeking an Escalation Engineer to join their team in London. This role is crucial for maintaining high standards of technical support and customer satisfaction as Retool's customer base and the complexity of issues grow. The Escalation Engineer will be the expert for challenging customer issues, managing incidents, and enhancing the capabilities of the Technical Customer Experience organization.
The role involves:
- Providing advanced technical support and guidance.
- Leading the investigation and resolution of critical issues.
- Collaborating with engineering teams to address complex problems.
- Upskilling team members through mentorship and training.
- Leading high-impact projects within the Support department.
- Improving technical support standards.
- Fostering a culture of inclusiveness and continuous improvement.
Requirements:
- 4+ years of experience in a technical support or support engineering role.
- Advanced understanding of JavaScript, web development, and database management systems (SQL and NoSQL).
- Proven experience in incident management.
- Strong leadership and problem-solving skills.
- Excellent communication skills in English.
- Familiarity with cloud providers (AWS, Azure, GCP).
- Advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML).
- Experience with Docker and Kubernetes.
- Bachelor's degree in Computer Science or related field.
Retool offers:
- Generous benefits to all employees.
- Hybrid work location.
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