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Pendo's Technical Support Engineers operate as the diagnostic and strategic layer between customers and the product, sitting within Engineering and partnering daily with Product, Engineering, and Customer Engineering across US, EMEA, and APAC regions.
As a Senior Technical Support Engineer, you will own customer issues end-to-end across Pendo's web and mobile products. Your responsibilities span triage and debugging through resolution, documentation, and feedback loops. You'll handle break/fix issues, how-to questions, configuration guidance, bug reproduction, and complex escalations while leveraging AI tools to accelerate research, troubleshooting, and knowledge capture.
Day-to-day work includes: managing support queue ownership by triaging and resolving technical issues across web and mobile platforms; providing targeted technical guidance on platform usage, configuration, and best practices; translating customer pain into reproducible test cases and prioritized feedback for Product and Engineering teams; creating and maintaining internal knowledge base content to prevent repeated problem-solving; following through on resolution by working directly with developers on fixes and workarounds; identifying recurring customer confusion and process gaps to propose improvements; managing work against resolution rate, response time, CSAT, and escalation quality metrics; and enabling peers by helping navigate complex cases and raising the technical bar for the support team.
At the senior level, you serve as a go-to technical resource for peers and contribute to cross-functional work that strengthens the support function. You're expected to operate as a strategic advisor, influencing decisions and elevating how the team works rather than simply following instructions.
Required qualifications: 3+ years in a technical, customer-facing support or engineering role where you debugged real issues and owned outcomes; working proficiency in JavaScript, HTML, and CSS with ability to read code and use browser developer tools; applied coding knowledge in front-end or API environments with professional coding experience; demonstrated ability to learn technical concepts quickly and explain them to technical and non-technical audiences; comfort troubleshooting on iOS and Android with basic understanding of mobile app development and distribution; ability to gather and interpret technical details from customers including device type, OS version, app version, screenshots, recordings, and logs; familiarity with common mobile concepts and frameworks.
