Senior Tech Support Engineer - AI-Powered Cross-Platform

Pendo.io; Raleigh (NC); Hybrid; USD 105,000 - 120,000; Full time

Benefits offered by this job

Competitive benefits

401(k) match

Equity & flexible time off

Job summary

Pendo is seeking a Sr. Technical Support Engineer to own customer issues end-to-end across web and mobile products from triage to resolution.

This Raleigh-based role combines debugging, documentation, and knowledge capture with AI-assisted research and cross-functional collaboration with Product and Engineering. You will triage, diagnose, and resolve issues, provide technical guidance, translate customer feedback into actionable reports, and help scale knowledge for the team while maintaining

Qualifications

• 3+ years in a technical, customer-facing support or engineering role where you owned outcomes.
• Proficiency reading code and using browser tools to diagnose issues.
• Experience with front-end or API environments and applying coding knowledge.
• Ability to explain technical concepts clearly to technical and non-technical audiences.
• Experience troubleshooting iOS and Android apps and understanding app stores.
• Ability to collect technical details from customers (device, OS, app version, logs).
• Familiarity with mobile concepts like permissions, deep links, webviews, crashes, and SDK behavior.
• Active use of AI tools to speed research, drafting, troubleshooting, or knowledge capture.
• Evidence of peer development and continuous technical learning.

Responsibilities

• Triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, managing urgency by impact.
• Provide targeted technical guidance on platform usage, configuration, and best practices for customers.
• Translate customer pain into reproducible bug reports and prioritized feedback for Product and Engineering.
• Create and maintain internal knowledge base content and document novel resolutions with AI support.
• Collaborate with developers on fixes and workarounds, and close cases with clear communication.
• Identify patterns to improve tooling, workflows, and processes for faster team delivery.
• Monitor performance metrics like CSAT and resolution time and adjust priorities accordingly.

Skills

Technical Support

JavaScript

HTML/CSS

Debugging

Mobile troubleshooting

AI tooling

Communication

Prioritization

Knowledge sharing

Tools

Browser Developer Tools

APIs

Job description

Pendo is seeking a Sr. Technical Support Engineer to own customer issues end-to-end across web and mobile products from triage to resolution.

This Raleigh-based role combines debugging, documentation, and knowledge capture with AI-assisted research and cross-functional collaboration with Product and Engineering. You will triage, diagnose, and resolve issues, provide technical guidance, translate customer feedback into actionable reports, and help scale knowledge for the team while maintaining