Technical Support Engineer

Pendo.io; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A fast-growing technology startup is seeking a Technical Support Engineer to join their dynamic team. In this role, you'll guide customers through technical issues, acting as their voice to product and engineering teams. Ideal candidates will have over 2 years of experience in customer service and technical environments, including proficiency in JavaScript, HTML, and CSS. Join this passionate team dedicated to improving users' experiences with software and influence the exciting future of the company.

Qualifications

• 2+ years of professional experience in a customer-facing role.
• 2+ years of professional experience in JavaScript, HTML, CSS, and/or Mobile Development.
• Proven coding knowledge in Front End or API.

Responsibilities

• Answer customer questions through our support queue.
• Actively contribute to knowledge documentation.
• Debug customer issues and create reproducible test cases.

Skills

JavaScript

HTML

CSS

Mobile Development

Customer Service

Education

Computer Science Degree or Relevant Courses

Job description

Location(s): Sheffield, UK or London, UK Office

Technical Support Engineers (TSE) make up a small, talented, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers. We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization. While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support.

Responsibilities (what you’ll do)

• Answer customer questions through our support queue
• Be the voice of the customer to the Product and Engineering organizations
• Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
• Take ownership of pushing cases to resolution, including working with developers
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation

Minimum Qualifications

• 2+ years of professional experience working in a customer-facing role
• 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
• Applied coding knowledge - Front End or API
• Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)

Preferred Qualifications

• Highly empathetic and passionate about helping others at a moment’s notice
• Reliable and active team member
• Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge

Pendo Description

Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. Our mission is to improve society's experience with software.

Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

EEOC

We are an equal opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives.

Accessibility

Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities. If you think you may require an accommodation for any part of the recruitment process, please send a request to: [e-mail]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

Compensation

Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.