gem
Support Engineer
Retool
New York City, USA
Full-time
Entry
Hybrid
USD 112500-184000 yearly
Discovered 1 weeks ago
Free
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- Talk to users every day via Service Cloud and Zoom
- Teach Retool users best practices around performance and development workflows
- Explore our codebase, logs, and test instances to debug difficult problems
- Troubleshoot new bugs and formalize bug reports
- Represent customers internally and advocate for key issues
- Contribute to our documentation
- Help users debug issues with many different database types and APIs
- Analyze and improve our support operations--there's always new Retool apps to build!
- Help us track support metrics and share findings you identify
- 2-4 years of experience working in technical and customer-facing roles
- Intermediate understanding of JavaScript and web development
- Experience supporting a SQL or NoSQL database management system
- Ability to communicate effectively through writing and in person
- Ability to think on your feet and come up with creative solutions to non-obvious problems
- Ability to empathize with customer challenges
- Proven ability to diagnose and resolve complex issues in high-availability, production web environments
- Strong understanding of RESTful APIs, latency bottlenecks, and error handling in web services
- Ability to diagnose infrastructure-related incidents affecting SaaS uptime, including degraded service performance and regional outages
- Bonus points if you hold a relevant cloud certification such as AWS Certified Cloud Practitioner, AWS Certified Solutions Architect, Google Cloud Associate Cloud Engineer, or equivalent
- Additional bonus points if you know React and can fix minor bugs in our codebase
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