Senior Technical Support Engineer — AI-Driven, Customer Impact

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

Benefits offered by this job

Hybrid work culture

Competitive compensation

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 our web and mobile products from triage to resolution. You will work within a small, global team in Raleigh, partnering with Product, Engineering, and Customer Engineering to turn customer signals into product insights.

You will use AI tools to accelerate research, draft troubleshoot steps, and build knowledge. Expect to tackle break/fix, how-to questions, and complex escalations while elevating support

Qualifications

• 3+ years in a technical, customer-facing support or engineering role where you debugged real issues and owned outcomes.
• Proficiency in JavaScript, HTML, and CSS with the ability to read code and use browser dev tools.
• Applied coding knowledge across front-end or API environments.
• Ability to learn technical concepts quickly and explain them clearly to both technical and non-technical audiences.
• Troubleshooting across iOS and Android, including app store release knowledge.
• Gathering and interpreting technical details from customers (logs, screenshots, device, OS, app version).
• Active use of AI tools in daily work to move faster and work sharper.
• Experience working in high-volume environments with shifting priorities.
• Peer development and willingness to document knowledge and own technical areas.

Responsibilities

• Triage, diagnose, and resolve technical issues across Pendo’s web and mobile products.
• Provide targeted technical guidance and best practices for customers in your segment.
• Translate customer pain into reproducible test cases and prioritized feedback for Product and Engineering.
• Create and maintain internal knowledge base content and document novel resolutions with AI tools.
• Collaborate with developers on fixes and workarounds, ensuring timely case closure.
• Identify patterns to reduce repeated questions and improve workflows.
• Help teammates with complex cases and raise the technical bar for the team.

Skills

JavaScript

HTML

CSS

Debugging

AI tools

Technical writing

Customer-facing

Code reading

Mobile platforms

Job description

Pendo is seeking a Sr. Technical Support Engineer to own customer issues end-to-end across our web and mobile products from triage to resolution. You will work within a small, global team in Raleigh, partnering with Product, Engineering, and Customer Engineering to turn customer signals into product insights.

You will use AI tools to accelerate research, draft troubleshoot steps, and build knowledge. Expect to tackle break/fix, how-to questions, and complex escalations while elevating support