Support Engineering Manager

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 to 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 WILL:

• Manage the UK Support Engineers and own support response times, resolution times, and CSAT ratings for the EMEA region
• Work with leadership to set and effectively execute targets for your team 
• Help develop your direct reports and cultivate career growth
• Represent our Premium Support offering with EMEA GTM partners to help close and retain customers on the offering
• Coordinate between Support, Sales, TCX, and Engineering to triage escalation issues and ensure key players are in place to resolve blockers
• 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
• Mentor your direct reports and manage productive weekly 1:1 meetings
• Actively seek out team roadblocks and stalled customer issues, moving swiftly toward next steps and resolution

THE SKILLSET YOU'LL BRING:

• 3+ years managing technical teams of 3+ full-time direct reports
• 6+ 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