Senior Escalation Engineer

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.