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Job Description
Retool is seeking an Escalation Engineer to provide advanced technical support and guidance. This role involves managing critical customer issues, leading investigations, and collaborating with engineering teams to resolve complex problems. The Escalation Engineer will also upskill team members through mentorship and training, contributing to the improvement of Retool's products and services.
Responsibilities:
- Provide advanced technical support and guidance.
- Lead the investigation and resolution of critical issues.
- Collaborate with engineering teams.
- Upskill team members through mentorship and training.
- Lead high-impact projects within the Support department.
- Improve technical support standards.
- Foster 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 and resolution of critical technical issues.
- Strong leadership skills.
- Excellent problem-solving skills.
- Outstanding communication skills in English.
- Familiarity and certifications with multiple cloud providers (e.g., AWS, Azure, GCP).
- Advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML).
- Experience with containerization and orchestration technologies like Docker and Kubernetes is highly desirable.
- Bachelor's degree or higher in Computer Science or a related field.
Retool offers:
- Generous benefits to all employees.
- Hybrid work location.
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