Sr. Customer Engineer, Enterprise

Pendo•Chicago, TX

1d•Remote

About The Position

The Customer Engineering team at Pendo is the technical backbone of the pre- and post-sales customer journey. This team integrates the work historically handled by Customer Success, Technical Account Management, and Solutions Engineering into a single, full-lifecycle technical ownership role. Customer Engineers assist customers in connecting technical execution with business outcomes, ensuring they realize the full value of their Pendo investment. As a Senior Customer Engineer, you will manage strategic and complex Enterprise accounts throughout their entire lifecycle, from acquisition and implementation to adoption, expansion, and escalation. You will spearhead technical strategy for intricate deployments, resolve challenging and ambiguous customer issues, and collaborate closely with account teams to foster retention, expansion, and customer value. Your contributions will also benefit the wider Customer Engineering team through the development of playbooks, coaching, creation of repeatable solutions, and workflow enhancements. This is a remote position supporting a central region.

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 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 points, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria definition, installation guidance, and hands-on workshops.
Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
Build customer-specific implementation playbooks and guide complex deployments with executive visibility.
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 absolutely necessary.
Build playbooks, document repeatable fixes, coach peers, and improve Customer Engineering workflows.
Utilize 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 prioritize the most critical problems to solve within your portfolio.
Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that advance account progress.
Drive measurable improvements in customer health, retention, expansion, and technical resolution across strategic accounts.
Contribute reusable frameworks, playbooks, or processes for other Customer Engineers to use.
Act as a trusted advisor to Account Directors on account health and technical strategy.