Sr. Customer Engineer

Pendo•Raleigh, NY

3d•Remote

About The Position

Pendo’s Customer Engineering team is the technical backbone of the pre- and post-sales customer motion, bringing together work historically handled across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. The team connects technical execution to business outcomes so customers can realize the value of their investment in Pendo. The Senior Customer Engineer owns strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. This role leads technical strategy for complex deployments, resolves ambiguous customer challenges, and partners closely with account teams to drive retention, expansion, and customer value. The role also strengthens the broader Customer Engineering team through playbooks, coaching, repeatable fixes, and workflow improvements. It is remote and supports an East Coast territory.

Requirements

5 to 8 years of experience in a customer-facing technical role such as Sales Engineering, Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture.
Deep hands-on experience with HTML, CSS, JavaScript, and REST APIs, including the ability to architect and troubleshoot complex front-end implementations.
Experience managing strategic Enterprise accounts with executive-level stakeholders, competing priorities, and complex technical or business requirements.
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, integrated into day-to-day work rather than limited 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 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, create and deliver tailored demonstrations, 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 and guide complex deployments with executive visibility to support value realization during onboarding and over time.
Identify opportunities to expand adoption of underutilized features, untapped products, and new lines of business.
Diagnose stalled adoption, 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 involving multiple variables and tradeoffs, involving Product or Engineering when needed.
Build playbooks, document repeatable fixes, coach peers, and improve Customer Engineering workflows 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 priority problems across the portfolio.
Establish trust with Account Directors and customer stakeholders and independently lead complex customer interactions.
Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
Contribute reusable frameworks, playbooks, or processes for use by other Customer Engineers and advise Account Directors on account health and technical strategy.