The opportunity
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.
What you'll do
Support queue ownership: You triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, including break/fix, how-to, best practice, and configuration questions. You manage urgency based on customer impact and own each case until the customer’s problem is actually solved.
Technical guidance: You 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.
Customer signal: You translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. You also surface customer health signals and strategic gaps to Account Owners and Customer Success so the right teams can act.
Knowledge at scale: You create and maintain internal knowledge base content so the team does not solve the same problem repeatedly. When you resolve something novel, you document it and use AI tools to draft, organize, and surface knowledge faster.
Resolution follow-through: You work directly with developers on fixes and workarounds, pushing cases through to close without dropping hard problems or waiting to be chased. Customers and internal partners know where things stand because you communicate clearly and proactively.
Continuous improvement: You identify recurring customer confusion, tooling gaps, workflow friction, and process issues that slow the team down. When you see a pattern, you propose the fix, write the doc, or build the internal resource that helps the team move faster.
What they're looking for
- Support performance: You manage your work against resolution rate, response time, CSAT, escalation quality, and customer update expectations. Your goal is not just to respond quickly, but to resolve the real issue and reduce repeat case volume over time.
- Peer enablement: You help teammates navigate complex cases, share workarounds, and raise the technical bar for the support team. You make the people around you better by documenting what you learn and stepping in when others are blocked.
- + 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.
