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Sr. Technical Support Engineer

Pendo· Technical Support
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Raleigh, NC$105k - $120kfull-timePosted 2mo ago

About the role

Senior technical support role owning end-to-end customer issues for Pendo’s web and mobile products, serving as a technical resource, enabling knowledge sharing, and driving continuous improvement in a high-volume, cross-functional environment.

Responsibilities

  • Support queue ownership: triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, manage urgency based on customer impact, own cases to resolution.
  • Technical guidance: provide targeted technical assistance on platform usage, configuration, and best practices for customers in your segment, with clear resolution and forward path.
  • Customer signal: translate customer pain into reproducible test cases, bug reports, and prioritized feedback for Product and Engineering; surface health signals to Account Owners and Customer Success.
  • Knowledge at scale: create and maintain internal knowledge base content; document novel resolutions and use AI tools to draft and surface knowledge faster.
  • Resolution follow-through: work with developers on fixes and workarounds, push cases through to close, communicate status clearly to customers and internal partners.
  • Continuous improvement: identify recurring issues, tooling gaps, workflow friction, and propose fixes; author docs or build resources to improve velocity.
  • Support performance: manage resolution rate, response time, CSAT, escalation quality, and customer update expectations to reduce repeat cases.
  • Peer enablement: help teammates with complex cases, share workarounds, document learnings, and support others when blocked.

Qualifications

  • 3+ years of experience in a technical, customer-facing support or engineering role with ownership of outcomes.
  • Working proficiency in JavaScript, HTML, and CSS; ability to read code and use browser developer tools to isolate problems.
  • Applied coding knowledge across front-end or API environments; experience writing or modifying code professionally.
  • Ability to learn technical concepts quickly and explain them to technical and non-technical audiences.
  • Comfort troubleshooting on iOS and Android, including understanding of app distribution via Apple App Store and Google Play.
  • Ability to gather and interpret technical details from customers (device type, OS version, app version, logs, etc.).
  • Familiarity with mobile concepts (permissions, deep links, webviews, crashes, SDK behavior); interpret mobile debugging output and SDK implementation details.
  • Active use of AI tools in daily work for research, drafting, troubleshooting, or knowledge capture; AI as a multiplier.
  • Ability to operate in a high-volume, shifting priority environment and manage own queue.
  • Evidence of peer development and continuous technical learning with tangible outcomes.

Skills

Required:Technical problem solvingJavaScript, HTML, CSSFrontend / API codingMobile troubleshooting (iOS/Android)CommunicationAI tool usage

Benefits

  • Highly competitive, employer-heavy coverage including $0 premium options
  • Strong 401(k) match
  • Equity
  • Flexible time off
Last updated Aug 12, 2026. Interested? Apply on the company site.
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About Pendo

Product Experience & Analytics Platform | Pendo

AI-powered platform that improves how everyone uses software. Product analytics, in-app guides, churn prediction, and agent performance—unified by Pendo AI.

product analyticscustomer successuser onboardingin-app guidessession replayNPSfeedbackdigital adoption
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