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Pendo's Customer Engineering team is seeking a Senior Customer Engineer for the ANZ region based in Sydney. This role bridges pre-sales and post-sales customer motions, owning the full lifecycle of customer relationships from acquisition through expansion and escalation.
You will manage strategic enterprise accounts across multiple stages: new customer acquisition, implementation, adoption, expansion, and technical escalation. Key responsibilities include partnering with Account Directors on pre-sales activities (demos, technical evaluations, requirements gathering), leading complex implementations and onboarding for strategic customers, identifying expansion opportunities across underutilized features and products, and serving as an escalation point for ambiguous technical challenges.
Beyond individual account work, you will drive measurable improvements in customer health, retention, and expansion. You'll contribute reusable frameworks, playbooks, and processes that elevate the broader Customer Engineering team's capability. This includes documenting repeatable fixes, coaching peers, and using AI tools to accelerate content creation and surface patterns across accounts.
The role requires deep technical expertise in web technologies (HTML, CSS, JavaScript, REST APIs) and the ability to architect and troubleshoot complex front-end implementations. You'll work with enterprise stakeholders, resolve ambiguous problems with multiple variables and tradeoffs, and establish trust quickly to drive complex customer interactions forward.
You are a builder who thrives when there isn't a clear path yet—you identify gaps, shape solutions, and drive them forward. You operate as a strategic advisor, influencing decisions and elevating how work gets done. You're genuinely AI-curious, rewiring your workflows around AI tools to work faster, sharper, and more prolifically.
