Support Engineering Manager

Overview

Nebarly every company in the world runs on custom software for critical operations such as tracking performance metrics, handling customer support workflows, building admin dashboards, and many other processes you might not have even thought of. Most companies lack the resources to properly invest in these tools, leading to clunky internal software or manual spreadsheet flows. At Retool, we are building the first enterprise AppGen platform that transforms natural language into production‑ready code, integrates directly with business data, and meets the highest standards of security and governance. AI is redefining how software is built, and we enable analysts, operators, and domain experts to create solutions safely and consistently.

Why We’re Looking For You

We’re growing our Support Engineering team quickly to keep pace with the fast expansion of our business. We need a technical leader to guide a group of highly skilled Support Engineers in solving our customers’ hardest problems and helping them succeed on Retool. You will shape the strategic direction of our Enterprise Support processes, Premium Support offering, and technical support capabilities while fostering a culture of continuous improvement, inclusivity, and ensuring every customer interaction adds value to their experience with Retool.

What You’ll Do

Our team takes a hands‑on approach helping Enterprise customers with technical use cases, enabling them to connect Retool to a wide variety of integrations, and building performant apps using custom code. Support Engineering functions as technical experts on the Retool platform with our customers and leverages that experience to advocate for customers with internal teams such as Product, Engineering, and Sales. As a manager, you will :

• Ensure your team successfully hits its goals and that your direct reports are well‑positioned to help customers.
• Identify team goals, recruit new support engineers, and develop your team members.
• Work cross‑functionally with Sales, go‑to‑market teams, and internal stakeholders to prioritize support resources.
• Partner with Recruiting throughout the hiring process and project‑manage small groups with counterparts in Engineering and Operations.

Responsibilities

Skillset You’ll Bring

Compensation and Location

San Francisco : $156,400—$211,600 USD (base salary for non‑commissionable roles, with potential equity and bonuses). New York : $156,400—$211,600 USD (same terms). Retool offers additional compensation in the form of equity and / or commissions for commissionable roles. Pay and benefits are subject to change in accordance with company policy.

Benefits

Retool provides a comprehensive benefit plan, including medical, dental, vision, and 401(k). The company supports a hybrid work location model for eligible roles.

Seniority Level

Mid‑Senior level

Employment Type

Full‑time

Job Function

Industries

#J-18808-Ljbffr