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Pendo's Customer Engineering team is the technical backbone of pre- and post-sales customer motion. As a Customer Engineer, you'll be the primary technical resource for a portfolio of Commercial accounts, partnering with Account Directors across the full customer lifecycle.
Day-to-day responsibilities include:
**Customer Acquisition**: Partner with Account Directors to understand customer pain points, business goals, and technical requirements. Craft and deliver demos, define success criteria, guide installation, and lead hands-on technical evaluations and workshops.
**Technical Discovery & Implementation**: Lead discovery conversations across product stacks and integration environments. Own onboarding for purchased modules, troubleshoot integrations, and answer technical questions related to APIs, data models, configuration, and front-end implementation.
**Adoption & Value**: Monitor usage signals, identify low adoption or configuration drift, and act proactively. Facilitate enablement workshops, support account health planning, and help customers measure ROI.
**Retention & Expansion**: Identify technical expansion paths in your portfolio and hand them to Account Directors with clear deployment plans and business rationale. Support growth opportunities with strong technical perspective on customer needs and readiness.
**Risk Ownership**: Own the technical dimension of account risk, including champion turnover, integration issues, stalled rollouts, and technical blockers. Document risks, build mitigation plans, and escalate when needed.
**Account Operations**: Maintain accurate account documentation in Salesforce. Use tools including Salesforce, Pendo admin, Gong, and AI workflows to support account research, call preparation, and troubleshooting.
**Team Contribution**: Contribute to the Customer Engineering knowledge base, document fixes, share playbooks, and coach peers on recurring technical challenges.
You bring 3–5 years of experience in a customer-facing technical role (Sales Engineering, Solutions Engineering, Technical Account Management, Customer Success Engineering, implementation, or professional services). You have hands-on experience with web technologies including HTML, CSS, JavaScript, and REST APIs, with the ability to inspect, troubleshoot, and configure front-end implementations. You've managed a portfolio of accounts with competing priorities and complex B2B customer environments. You explain technical concepts clearly to technical and non-technical audiences. You actively use AI tools to accelerate workflows. You operate effectively in a pod model, knowing when to lead and when to partner.
Nice-to-haves include experience with Pendo, digital adoption platforms, product analytics, in-app experience tooling, product management, UX, digital transformation, data integration, event tracking, or analytics instrumentation.
