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