Sr. Technical Support Engineer

Pendos 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 Pendos 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.

• Support queue ownership: You triage diagnose and resolve technical issues across Pendos web and mobile products including break/fix how-to best practice and configuration questions. You manage urgency based on customer impact and own each case until the customers problem is actually solved.
• Technical guidance: You provide targeted technical assistance on platform usage configuration and best practices for customers in your segment. Each engagement is scoped to the issue at hand with clear resolution documentation and a path forward that helps the customer move independently.
• 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.

Beyond the qualifications we hire through a specific lens. These arent buzzwords; theyre the things well actually look for in how you talk about your work.

Youre a builder not a maintainer.

Youre most energized when there isnt a clear path yet and you get to define it. You dont wait for direction; you identify gaps shape solutions and drive them forward. At Pendo great Senior Technical Support Engineers dont just follow instructions; they operate as strategic advisors influencing decisions guiding stakeholders and elevating how we work.

Youre AI-curious - genuinely.

Youre not using AI tools occasionally. Youre rewiring how you work around them. Youre 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.

• 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.

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

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 societys 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 -office 3 days per week unless designated remote.

Compensation:The expected base salary range for this role to be performed in Raleigh NC is $105000 - $120000.

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: All requests for accommodations are treated discreetly and confidentially as practical and permitted by law.