Sr. Technical Support Engineer

About the Role

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. The team does not operate like a help desk; it solves technical problems, strengthens customer outcomes, and turns customer signal into product insight.

As a Sr. Technical Support Engineer, you will own customer issues end-to-end across Pendo’s web and mobile products, from triage and debugging to resolution, documentation, and feedback loops. You will handle break/fix issues, how-to questions, configuration guidance, bug reproduction, and complex escalations while using AI tools to accelerate research, drafting, troubleshooting, and knowledge capture. At the senior level, you will also serve as a go-to technical resource for peers and contribute to the cross-functional work that makes the support function stronger. This role is based in our Raleigh office.

Responsibilities

• Support queue ownership: Triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, including break/fix, how-to, best practice, and configuration questions. Manage urgency based on customer impact and own each case until resolution.
• Technical guidance: Provide targeted technical assistance on platform usage, configuration, and best practices for customers. Each engagement is scoped to the issue at hand, with clear resolution, documentation, and a path forward.
• Customer signal: Translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. Surface customer health signals and strategic gaps to Account Owners and Customer Success.
• Knowledge at scale: Create and maintain internal knowledge base content to prevent repeated problem-solving. Use AI tools to draft, organize, and surface knowledge efficiently.
• Resolution follow-through: Work directly with developers on fixes and workarounds, ensuring cases are closed without unresolved issues. Communicate proactively with customers and internal partners.
• Continuous improvement: Identify recurring customer confusion, tooling gaps, workflow friction, and process issues. Propose fixes, write documentation, or build internal resources to improve team efficiency.
• Support performance: Manage work against metrics like resolution rate, response time, CSAT, escalation quality, and customer update expectations. Focus on resolving real issues and reducing repeat case volume.
• Peer enablement: Help teammates navigate complex cases, share workarounds, and raise the technical bar for the support team. Document learnings and assist others when blocked.

Qualifications

Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work.

• You're a builder, not a maintainer. You're energized by defining unclear paths and driving solutions forward without waiting for direction.
• You're AI-curious—genuinely. You rewire how you work around AI tools, using them to accelerate research, drafting, troubleshooting, and knowledge capture.

Requirements

• 3+ years of experience in a technical, customer-facing support or engineering role where you debugged real issues and owned outcomes.
• Working proficiency in JavaScript, HTML, and CSS, with the ability to read code, trace errors, and use browser developer tools.
• Applied coding knowledge across front-end or API environments, including experience writing or modifying code professionally.
• Ability to learn technical concepts quickly and explain them clearly to both technical and non-technical audiences.
• Comfort troubleshooting customer issues on both iOS and Android, including understanding mobile app development, release processes, and app store workflows.
• Ability to gather and interpret technical details from customers, such as device type, OS version, app version, screenshots, screen recordings, and logs.
• Familiarity with mobile concepts like app permissions, deep links, webviews, crashes, and SDK behavior, including interpreting debugging output and error messages.
• Active use of AI tools in daily work for research, drafting, troubleshooting, or knowledge capture.
• Comfort operating in a high-volume, unpredictable environment where priorities shift based on customer impact.
• Evidence of peer development, such as helping colleagues, documenting knowledge, or owning a technical area.
• Evidence of continuous technical learning, with examples of what you have built, broken, or figured out.

Nice-to-Haves

• Hands-on exposure to mobile frameworks or platforms such as native iOS or Android, React Native, Flutter, or mobile SDKs.

About Pendo

Pendo was founded in 2013 by former product managers to build a simple way to understand and improve product success. Our mission is to improve society's experience with software. We are one of the fastest-growing startups, backed by institutions like Battery Ventures, Salesforce Ventures, Spark Capital, and Meritech.

Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Schedule

Pendo is a hybrid culture. In-office 3 days per week unless designated remote.

Pay

The expected base salary range for this role to be performed in Raleigh, NC is $105,000 - $120,000.

Benefits

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