Senior Customer Engineer, Novus — Emerging Business

Pendo•Raleigh, NC

15d•$193,393 - $241,742•Hybrid

About The Position

As a Senior Customer Engineer for Novus, you will be the technical architect for strategic Emerging Business accounts. You will guide customers through repository connection, autonomous instrumentation, and codebase-driven product intelligence, helping engineering and product teams achieve rapid time-to-value. You will also serve as a key field-to-product feedback loop as Pendo scales a new product frontier. This role is based in our Raleigh, New York, or San Francisco office.

Requirements

5–8+ years of experience in a highly technical, customer-facing role such as Customer Engineering, Solutions Architecture, Technical Account Management, or Professional Services.
Deep comfort with Git workflows, modern JavaScript frameworks such as React, Vue, or Angular, and REST APIs.
Ability to understand how code translates into user behavior and explain that connection to both technical and non-technical stakeholders.
Working understanding of, or strong demonstrated passion for, LLMs and agentic workflows.
Experience operating in fast-paced, ambiguous environments with a bias to act and the ability to solve problems without a defined playbook.
Strong communication skills, with the ability to translate complex technical concepts into clear, actionable strategies for developers, product leaders, and executive stakeholders.

Nice To Haves

Experience with the Model Context Protocol or AI-driven developer tools.
Experience supporting startups or mid-market customers in an Emerging Business, high-growth, or fast-moving SaaS environment.
Experience with complex single-page application architectures.
Experience developing implementation frameworks, technical playbooks, or best-practice documentation for new products.

Responsibilities

Guide CTOs and lead engineers through connecting GitHub and GitLab repositories to Novus, ensuring Cortex accurately maps user journeys and product context without requiring manual tracking code.
Help Emerging Business customers move quickly from implementation to insight by using Signals to proactively surface product friction and growth opportunities, and advise product teams on how to act on what Novus reveals.
Use Novus data to identify credible technical expansion paths and provide the technical validation customers need to evaluate broader Pendo platform adoption, including Pendo Orchestrate and Mobile capabilities.
Build the Novus Implementation Framework for a new product pod, documenting best practices for repository structure, AI-review workflows, and complex single-page application architectures.
Act as the primary field-to-product feedback loop for Novus, partnering with AI and Engineering teams to improve how the agent interacts with different tech stacks and increases instrumentation accuracy.