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Pendo's Customer Engineering team is seeking a Senior Customer Engineer to own strategic, complex Enterprise accounts across the full customer lifecycle—from acquisition through implementation, adoption, expansion, and escalation. This role bridges pre- and post-sales, combining work historically split across Customer Success, Technical Account Management, and Solutions Engineering.
Day-to-day responsibilities include partnering with Account Directors on new customer acquisition and product expansion, leading technical evaluations and hands-on workshops, and designing customer-specific implementation playbooks for strategic deployments. You'll identify adoption gaps, diagnose root causes when adoption stalls, and connect technical work to measurable business outcomes like retention and expansion. As an escalation point, you'll resolve complex technical challenges involving multiple variables and tradeoffs, involving Product or Engineering only when necessary.
Beyond individual accounts, you'll build repeatable playbooks, document fixes, coach peers, and improve how the Customer Engineering team operates. You'll use AI tools to accelerate content creation, surface patterns across accounts, and share workflow improvements. You'll assess account health, establish trust with stakeholders, and independently lead complex customer interactions that move accounts forward.
The ideal candidate brings 5–8 years in customer-facing technical roles (Sales Engineering, Solutions Engineering, TAM, implementation, professional services, or solutions architecture). You have deep hands-on experience with web technologies—HTML, CSS, JavaScript, REST APIs—and can architect and troubleshoot complex front-end implementations. You've managed strategic Enterprise accounts with executive stakeholders and competing priorities, solved ambiguous problems with multiple constraints, and connected technical execution to business outcomes. You actively use AI tools for account research, content creation, and workflow automation—not as occasional experiments but as integrated daily practice. You've mentored or coached junior technical team members and thrive when there's no clear path yet; you define it and drive it forward.
