Escalation Engineer

Retool is revolutionizing internal software development with their innovative platform that combines traditional development approaches with a drag-and-drop UI editor and AI capabilities. As an Escalation Engineer, you'll be at the forefront of handling complex technical challenges and ensuring customer success.

The role requires a seasoned professional with 4+ years of technical support experience who can serve as the go-to expert for critical customer issues. You'll work closely with Support Engineers, Technical Account Managers, and Engineering teams to resolve complex problems and improve overall service quality. Your responsibilities span from providing advanced technical support to leading incident management and mentoring team members.

The ideal candidate brings strong technical expertise in JavaScript, web development, and database systems, complemented by experience with cloud platforms and modern development tools. You'll need excellent problem-solving abilities and strong communication skills to effectively collaborate across teams and guide technical solutions.

This position offers a competitive salary range of $129,800 - $175,600 USD for San Francisco-based candidates, along with comprehensive benefits including medical, dental, vision, and 401(k). The role provides an opportunity to work in a hybrid environment with a growing company that's transforming how businesses build internal tools.

Working at Retool means joining a mission to bring good software to everyone, with customers ranging from small startups to Fortune 500 companies. You'll be instrumental in shaping the future of technical support while contributing to the company's growth and success. The role offers significant opportunities for professional development and impact in a dynamic, innovative environment.