Sr. Technical Support Engineer @Pendo

Overview

The role of a Sr. Technical Support Engineer at Pendo involves providing technical support and solutions for customers using Pendo's web and mobile products. The position is part of a global team that collaborates with various departments to enhance customer experiences and product insights.

Key Responsibilities

• Triage, diagnose, and resolve technical issues across Pendo’s products.
• Provide technical guidance on platform usage and configuration.
• Translate customer pain into test cases and bug reports for Product and Engineering.
• Create and maintain internal knowledge base content.
• Work directly with developers for issue resolution and closings.
• Identify recurring issues and propose improvements to workflows.
• Manage work against resolution metrics such as response time and customer satisfaction.
• Support peers in navigating complex cases and enhancing team performance.

Requirements

• 3+ years of experience in a technical, customer-facing support or engineering role.
• Proficiency in JavaScript, HTML, and CSS, with ability to debug and read code.
• Experience working with front-end or API environments.
• Ability to explain technical concepts to various audiences.
• Experience troubleshooting mobile app issues on iOS and Android.
• Comfort interpreting technical details from customers.
• Familiarity with mobile app concepts and debugging.
• Active use of AI tools for research and knowledge capture.
• Comfort in a high-volume support environment.
• Evidence of peer development and continuous learning.

Benefits

• Highly competitive, employer-heavy coverage including $0 premium options.
• Strong 401(k) match.
• Equity options.
• Flexible time off.

Location

This is a hybrid role based in Raleigh, NC, with a culture that requires in-office attendance 3 days per week unless designated as remote.

How to Apply

Please apply through the Pendo career page.

Deadline

No deadline stated.