Sr. Technical Support Engineer

Pendo•Raleigh, NC

4d•$105,000 - $120,000•Hybrid

About The Position

Pendo’s Technical Support Engineers are the diagnostic and strategic layer between customers and the product. This small, global team sits within Engineering and partners daily with Product, Engineering, and Customer Engineering across the US, EMEA, and APAC. The team does not operate like a help desk; it solves technical problems, strengthens customer outcomes, and turns customer signal into product insight. As a Sr. Technical Support Engineer, you will own customer issues end-to-end across Pendo’s web and mobile products, from triage and debugging to resolution, documentation, and feedback loops. You will handle break/fix issues, how-to questions, configuration guidance, bug reproduction, and complex escalations while using AI tools to accelerate research, drafting, troubleshooting, and knowledge capture. At the senior level, you will also serve as a go-to technical resource for peers and contribute to the cross-functional work that makes the support function stronger. This role is based in our Raleigh office.

Requirements

3+ years of experience in a technical, customer-facing support or engineering role where you debugged real issues and owned outcomes rather than routing tickets.
Working proficiency in JavaScript, HTML, and CSS, with the ability to read code, trace errors, and use browser developer tools to isolate problems.
Applied coding knowledge across front-end or API environments, including experience writing or modifying code in a professional setting.
Demonstrated ability to learn technical concepts quickly and explain them clearly to both technical and non-technical audiences.
Comfort troubleshooting customer issues on both iOS and Android, including a basic understanding of how mobile apps are built, released, and updated through the Apple App Store and Google Play.
Ability to gather and interpret useful technical details from customers, including device type, OS version, app version, screenshots, screen recordings, and logs.
Familiarity with common mobile concepts such as app permissions, deep links, webviews, crashes, and SDK behavior, including the ability to interpret basic mobile debugging output, error messages, and SDK implementation details.
Active use of AI tools in daily work for research, drafting, troubleshooting, or knowledge capture, with a focus on using AI to move faster and work sharper.
Comfort operating in a high-volume, unpredictable environment where priorities shift based on customer impact and you are expected to manage your own queue.
Evidence of peer development, such as helping a less experienced colleague through a hard problem, proactively documenting knowledge, or taking informal ownership of a technical area.
Evidence of continuous technical learning, whether formal or self-directed, with examples of what you have built, broken, or figured out.

Nice To Haves

Hands-on exposure to mobile frameworks or platforms such as native iOS or Android, React Native, Flutter, or mobile SDKs.

Responsibilities

Triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, including break/fix, how-to, best practice, and configuration questions. Manage urgency based on customer impact and own each case until the customer’s problem is actually solved.
Provide targeted technical assistance on platform usage, configuration, and best practices for customers in your segment. Each engagement is scoped to the issue at hand, with clear resolution, documentation, and a path forward that helps the customer move independently.
Translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. Surface customer health signals and strategic gaps to Account Owners and Customer Success so the right teams can act.
Create and maintain internal knowledge base content so the team does not solve the same problem repeatedly. When you resolve something novel, document it and use AI tools to draft, organize, and surface knowledge faster.
Work directly with developers on fixes and workarounds, pushing cases through to close without dropping hard problems or waiting to be chased. Communicate clearly and proactively to ensure customers and internal partners know where things stand.
Identify recurring customer confusion, tooling gaps, workflow friction, and process issues that slow the team down. Propose fixes, write documentation, or build internal resources that help the team move faster.
Manage work against resolution rate, response time, CSAT, escalation quality, and customer update expectations. Resolve the real issue and reduce repeat case volume over time.
Help teammates navigate complex cases, share workarounds, and raise the technical bar for the support team. Make the people around you better by documenting what you learn and stepping in when others are blocked.