Customer signal: You translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. You also surface customer health signals and strategic gaps to Account Owners and Customer Success so the right teams can act.
Knowledge at scale: You create and maintain internal knowledge base content so the team does not solve the same problem repeatedly. When you resolve something novel, you document it and use AI tools to draft, organize, and surface knowledge faster.
Resolution follow-through: You work directly with developers on fixes and workarounds, pushing cases through to close without dropping hard problems or waiting to be chased. Customers and internal partners know where things stand because you communicate clearly and proactively.
Continuous improvement: You identify recurring customer confusion, tooling gaps, workflow friction, and process issues that slow the team down. When you see a pattern, you propose the fix, write the doc, or build the internal resource that helps the team move faster.
Support performance: You manage your work against resolution rate, response time, CSAT, escalation quality, and customer update expectations. Your goal is not just to respond quickly, but to resolve the real issue and reduce repeat case volume over time.
Peer enablement: You help teammates navigate complex cases, share workarounds, and raise the technical bar for the support team. You make the people around you better by documenting what you learn and stepping in when others are blocked.
Who You Are
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 most energized when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Technical Support Engineers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.
You're AI-curious - genuinely.
You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything — how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.
Must-haves
3+ years of experience in a technical, customer-facing support or engineering role where you debugged real issues and owned outcomes rather than routing tickets.
Working proficiency in JavaScript, HTML, and CSS, with the ability to read code, trace errors, and use browser developer tools to isolate problems.
Applied coding knowledge across front-end or API environments, including experience writing or modifying code in a professional setting.
Demonstrated 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 a basic understanding of how mobile apps are built, released, and updated through the Apple App Store and Google Play.
Ability to gather and interpret useful technical details from customers, including device type, OS version, app version, screenshots, screen recordings, and logs.
Familiarity with common mobile concepts such as app permissions, deep links, webviews, crashes, and SDK behavior, including the ability to interpret basic mobile debugging output, error messages, and SDK implementation details.
Active use of AI tools in daily work for research, drafting, troubleshooting, or knowledge capture, with a focus on using AI to move faster and work sharper.
Comfort operating in a high-volume, unpredictable environment where priorities shift based on customer impact and you are expected to manage your own queue.
Evidence of peer development, such as helping a less experienced colleague through a hard problem, proactively documenting knowledge, or taking informal ownership of a technical area.
Evidence of continuous technical learning, whether formal or self-directed, 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, who combined their heads and hearts to build something they wanted but never had as product managers: a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software. Come join one of the fastest-growing startups, supported by best-in-class 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.
Location: Pendo is a hybrid culture. In-office 3 days per week unless designated remote.
Compensation: The expected base salary range for this role to be performed in Raleigh, NC is $105,000 - $120,000.
Benefits: Highly competitive, employer-heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off.
EEOC: We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.
Accessibility: Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
