Sr. Technical Support Engineer @Pendo

Overview

Pendo’s Technical Support Engineers are the diagnostic and strategic layer between customers and the product. This small, global team sits within Engineering and partners daily with Product, Engineering, and Customer Engineering across the US, EMEA, and APAC.

Key Responsibilities

• Support queue ownership: Triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, managing urgency based on customer impact.
• Technical guidance: Provide targeted technical assistance on platform usage, configuration, and best practices for customers in your segment.
• Customer signal: Translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering.
• Knowledge at scale: Create and maintain internal knowledge base content to avoid repetitive problem-solving.
• Resolution follow-through: Work directly with developers on fixes and communicate clearly with customers and internal partners.
• Continuous improvement: Identify recurring customer confusion and propose solutions to streamline workflows.
• Support performance: Manage work against resolution rate, response time, CSAT, and escalation quality.
• Peer enablement: Assist teammates with complex cases and document learnings to elevate team performance.

Requirements

• 3+ years of experience in a technical, customer-facing support or engineering role.
• Working proficiency in JavaScript, HTML, and CSS.
• Applied coding knowledge across front-end or API environments.
• Ability to learn and explain technical concepts clearly.
• Comfort troubleshooting customer issues on iOS and Android.
• Ability to gather and interpret useful technical details from customers.
• Familiarity with common mobile concepts and debugging output.
• Active use of AI tools in daily work for various tasks.
• Comfort in a high-volume, unpredictable environment.
• Evidence of peer development and continuous technical learning.

Benefits

Highly competitive employer-heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off.

Location

This role involves a hybrid work culture, requiring in-office attendance 3 days per week unless designated remote. The position is based in Raleigh, NC.

How to Apply

Please send your application through the Pendo career page.