Alice Heber
Support Engineer @Retool
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WORK HISTORY
Support Engineer @Retool
London, GB
As a Technical Support Engineer, I deliver premium-tier support to Enterprise customers, consistently ranking in the top 3 for tickets closed with 100% SLA compliance and 96% CSAT.Debugging across Retool\'s 30+ integrations and deployment environments (Docker, Kubernetes, AWS, Google Compute Engine, Azure) is core to my work. I\'m proficient in database architecture, API/DB authentication, SSO integrations, performance optimisation, and diagnosing infrastructure incidents in production environments.I often research novel topics and recommend solutions to help customers achieve their goals.I create technical documentation—both internal and external—to help prevent recurring issues and enable customer self-service.I\'ve also taken on Escalations Engineering responsibilities, managing the incident reporting channel and handling critical cases. This involves working directly with customers to diagnose issues and collaborating with engineering to drive resolution.Support happens across written tickets, phone calls, and on-site visits completes the picture.Beyond daily support, I\'ve led the \"Day in the Life of\" documentation series (case studies, podcasts, career insights) and developed the Continued Learning program—an internal resource app that curates and rates learning materials by topic.I also represented Retool at industry fairs, generating the most leads of all participants.
EDUCATION
Le Wagon
Software Engineer - Full stack Web Developer, Computer Software Engineering
EHL
Bachelor, Hospitality
SKILLS
ABOUT ALICE HEBER
After 15 years in online travel I have decided to add on to my experience and dive deeper into all things software engineering. My passion for people and technology led me to join Retool\'s Support Engineering team in London after studying web development at Le Wagon.Previous to my coding journey I worked in business development in e-commerce and travel, both in Corporate and start-up environments. I speak 4 languages and have lived and worked in Europe, the US and Asia where I managed teams - I love working with people from different cultures and backgrounds. After growing my market’s revenue I was chosen to project manage the launch of 2 new strategic EMEA offices and recruit, manage and develop staff there. When I’m not thinking about coding or hotels you’ll find me contemplating about one of the following- When does the next season of Black Mirror finally start- Why isn’t the 70s board game Mastermind a staple in every 2024 household- Who else can I recommend Hannah Fry’s “Hello World” book to- Which glaze do I want to use for my latest pottery project?
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