Retool

Compensation

Full Description

WHY WE’RE LOOKING FOR YOU: Retool’s customers run critical operations on our platform across Apps, Workflows/Automation, and AI Agents. As we scale our enterprise footprint, we’re raising the bar on incident response, technical & premium support, and knowledge/community. We’re looking for a Head of Support who can turn AI into real operational leverage, as defined by faster mitigation, clearer communication, and stronger trust, while building a healthy, high-performing global team. WHAT YOU'LL DO: Lead and scale a multi-tier global support organization, spanning Developer Support, Escalation Engineering, and Knowledge Engineering Foster an environment of talent acquisition, development, and retention to proliferate a team well-positioned to fulfill the current and future support needs of Retool’s customers Turn support into a product and customer experience signal, through partnership with EPD to prioritize reliability and developer-experience fixes, as well as the broader go to market teams to close the gaps in the customer journey Drives a culture of high performance within Support centered on providing an exceptional customer experience Oversee contract feasibility reviews for new customer deals, ensuring promises made to customers are realistic, executable, and fully supported Own critical incident and escalation management, ensuring clear ownership, structured communication, and timely resolution Partner with Sales, Engineering, Operations, and the broader Technical Customer Experience organization to ensure support delivery is aligned with both business strategy and customer success Mentor and grow support leaders and ICs, defining career paths and creating succession plans Balance multiple high-impact projects in a fast-moving environment with shifting priorities, maintaining focus on customer trust and operational excellence WHO YOU'LL WORK WITH: You’ll report into the Technical Customer Experience organization and collaborate with Sales Engineering, Technical Account Management and Professional Services while also partnering closely with Product and Engineering. As a senior leader at Retool you will also contribute to the continued growth and success of the company as a whole. THE SKILLSET YOU'LL BRING: 12+ years of experience leading technical support, service delivery, or operations teams, with at least 3-5 years in a senior leadership role Demonstrated passion for and delivery of diverse, distributed cultures where there is a high degree of accountability as well as growth and development Proven ability to scale support organizations in high-growth, infrastructure, or SaaS environments Strong understanding of web backends/APIs, auth (SSO/OIDC), databases/SQL, networking basics and partnering deeply with Engineering/SRE Demonstrated expertise in incident management, escalation handling, and SLA governance Experience reviewing customer contracts and working cross-functionally to ensure support feasibility Executive presence with ability to prepare and deliver business reviews and reporting for both customer and internal audiences Skilled at balancing multiple complex projects in a fast-paced, dynamic environment Excellent written and verbal communication, with the ability to influence executives, customers, and technical teams