Sr. Customer Engineer, Enterprise

Pendo•San Francisco, WA

1d•Remote

About The Position

The Customer Engineering team at Pendo is the technical backbone of the pre- and post-sales customer motion, combining roles from Customer Success, Technical Account Management, and Solutions Engineering into a single, full-lifecycle technical owner. This team helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo. As a Senior Customer Engineer, you will own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You will lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact will extend beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that enhance the capabilities of the broader Customer Engineering team. This is a remote role supporting a West Coast territory.

Requirements

5 to 8 years of experience in a customer-facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
Deep hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to architect and troubleshoot complex front-end implementations.
Proven experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
Demonstrated ability to solve ambiguous problems involving multiple variables, constraints, and tradeoffs.
Experience connecting technical execution to business outcomes such as retention, expansion, ROI, and value realization.
Hands-on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day-to-day work rather than light experimentation.
Experience mentoring or coaching more junior technical team members.

Nice To Haves

Experience with Pendo, digital adoption platforms, product analytics, or in-app experience tooling in an enterprise environment.
Hands-on experience with mobile app development, including Swift, Android, or React Native.
Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation.
Track record of building reusable frameworks, playbooks, or processes that were adopted by a broader team.

Responsibilities

Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business.
Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
Build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
Diagnose root causes when adoption stalls, design a path forward, and connect technical work to measurable business outcomes.
Serve as an escalation point for complex technical challenges raised by other Customer Engineers.
Resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team.
Use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio.
Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
Contribute reusable frameworks, playbooks, or processes that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.