Support Engineering Manager

1 month ago

San Francisco CA, United States Retool Full time

We’re growing our Support Engineering team quickly to keep up with the fast growth of our business. As we scale our team, we’re looking to bring on technical managers to build and lead groups of Support Engineers in solving our customers' hardest problems and helping them succeed on 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 huge 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 advocating for customers with our internal teams like Product, Engineering, and Sales.

As a manager on this team, you are responsible for ensuring your team successfully hits its goals, and that your direct reports are well-positioned to help our customers. You are also responsible for identifying the team goals, helping to recruit for Support Engineering, and developing your team members.

WHO YOU'LL WORK WITH

In this role, you’ll work cross-functionally with various teams to ensure that your team is prepared for new product launches, properly route customer feedback, and quickly unblock critical customers when technical issues arise. You’ll collaborate with leadership in Sales and other go-to-market teams to prioritize Support resources and best assist new or existing customers.

You’ll partner with our talented Recruiting team throughout the interview process of growing our team, and project manage small groups of Support team members with counterparts in Engineering and Operations to accomplish projects that improve the operational foundations of Support.

Ultimately, you will lead a group of enthusiastic Support Engineers passionate about the product and our customers. Together you will help build and scale the support team to become a streamlined, worldwide department and set the standard for delightful support.

IN THIS ROLE YOU'LL:

  • Manage Support Engineers and your team’s outputs
  • Work with leadership to set and effectively execute targets for your team
  • Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve
  • Help develop your direct reports and cultivate career growth
  • Lead by example in building a culture of honest communication, empathy, curiosity, and good humor
  • Manage team scheduling to provide consistent coverage during business hours and approve PTO
  • Plan and execute long-term projects each quarter to improve support efficiency and meet goals
  • Monitor response times, resolution times, and CSAT ratings
  • Mentor your direct reports and manage productive weekly 1:1 meetings
  • Actively seek out team roadblocks and stalled customer issues

THE SKILLSET YOU'LL BRING:

  • 1+ years managing technical teams of 3+ full-time direct reports
  • 4+ years of experience working in a customer-facing role for a technical product
  • Familiarity with B2B enterprise software and service-level agreements
  • Familiarity with enterprise-level data architecture and networking
  • Experience coordinating with software engineers on bug resolution timelines and incident reviews
  • Experience as an individual contributor in a role as a technical expert
  • Intermediate understanding of JavaScript
  • Experience working with a SQL or NoSQL database management system
  • Ability to navigate high-stakes topics effectively through both written and in-person communications
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