The opportunity
Pendo’s Customer Engineering team is the technical backbone of the pre- and post-sales customer motion.
What you'll do
New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business. You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute at least one reusable framework, playbook, or process that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.
Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical work to measurable business outcomes.
Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
Team capability building: Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team. You use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
Early account impact: Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
What they're looking for
- Technical escalation: Serve as an escalation point for complex technical challenges raised by other Customer Engineers. You resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.
- Passion for working with customers and building strong and impactful customer relationships
- 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.
