Senior Escalation Engineer at Retool in New York, NY

ABOUT RETOOL

Nearly every company in the world runs on custom software for critical operations like tracking performance metrics, handling customer support workflows, building admin dashboards, and countless other processes you might not have even thought of. But most companies don't have adequate resources to properly invest in these tools, leading to a lot of old and clunky internal software or, even worse, users still stuck in manual and spreadsheet flows.

At Retool, we’re building the first enterprise AppGen platform: software 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 what it means to build software—and who gets to build it. The definition of “developer” now includes analysts, operators, and domain experts creating solutions directly. As the pool of builders widens, so does the complexity of what they need to build. The opportunity is enormous, but so is the challenge of enabling this larger community to build production-grade software safely. That means AI that understands real business data, enforces enterprise policies automatically, and empowers teams to create once and reuse everywhere with shared, trusted components.

Over 100 million hours of work has been automated by developers and domain experts using our platform, freeing them to focus on creative problem-solving and strategic initiatives that drive real business value. The people closest to knowing what needs to be built can now safely create custom solutions within enterprise guardrails. And that's a mission worth striving for.

Let's build the future together!

WHY WE'RE LOOKING FOR YOU:

As Retool continues to evolve and our customer base expands, the complexity and criticality of the issues we encounter have grown. To ensure we maintain our high standards of technical support and customer satisfaction, we have introduced the Escalation Engineer role. This role will be the go-to expert for our most challenging and critical customer issues, managing incidents, and elevating the capabilities of our entire Technical Customer Experience org while ensuring that every customer interaction adds value to their experience with Retool.

WHO YOU’LL WORK WITH:

You will work closely with a team of skilled Support Engineers, Technical Account Managers, Sales Engineers, and Solution Architects sharing your expertise and insights to enhance their capabilities. You will also collaborate with EPD (Engineering, Product, & Design) and our Go-To-Market teams, contributing to the overall improvement of Retool's products and services. As part of a forward-thinking team, you'll play a vital role in shaping the future of our technical support experience.

IN THIS ROLE, YOU’LL:

• Own the escalation program end-to-end: define escalation criteria, severity classifications, and SLA targets. You're accountable for whether the system works, not just whether your individual cases close.
• Provide advanced technical support and guidance both internally and to customers as an internal escalation point for the Technical Customer Experience organization
• Lead the investigation and resolution of critical issues, including managing incidents and ensuring effective communication and resolution.
• Build the feedback loop into Engineering and Product: identify recurring patterns across escalations and translate them into structured product feedback, bug prioritization, and roadmap influence.
• Upskill team members through mentorship, training, and technical coaching on advanced technical topics proactively and reactively based on the team’s needs.
• Lead, consult, contribute, and delegate high-impact projects within the Support department such as creating/refining internal support processes, automating tedious and repetitive tasks with the help of AI, raising our efficiency across the board, and driving improvement to the escalation and incident processes.
• Keep abreast of new technologies and methodologies to continuously improve our technical support standards.
• Foster a culture of inclusiveness, empathy, and continuous improvement, encouraging innovation and efficiency in technical support processes.

THE SKILLSETS YOU’LL BRING:

• 5+ years of experience in a technical support or support engineering role, with at least 1 year in an escalated support or similar position
• Advanced understanding of React, Terraform, JavaScript, web development, and various database management systems (SQL and NoSQL)
• Advanced knowledge of API and identity authentication methods (OAuth 2.0, Okta, SAML)
• Proven experience in incident management and resolution of critical technical issues
• Excellent problem-solving skills, with a creative approach to addressing complex challenges
• Outstanding communication skills in English, both written and verbal
• Familiarity and certifications with multiple cloud providers (AWS, Azure, GCP).
• Experience with containerization and orchestration technologies (Docker, Kubernetes).
• Bachelor's degree or higher in Computer Science or a related field is required.

Retool offers generous benefits to all employees and hybrid work location. For more information, please visit the benefits and perks section of our careers page!

Retool is currently set up to employ all roles in the US and specific roles in the UK. To find roles that can be employed in the UK, please refer to our careers page and review the indicated locations.