Senior Technical Support Engineer — AI-Driven, Equity, PTO

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

Benefits offered by this job

Equity

Strong 401(k) match

Flexible time off

0 premium options health coverage

Job summary

Pendo’s Technical Support Engineers are the diagnostic and strategic layer between customers and the product. This team solves complex issues, writes knowledge content, and uses AI to accelerate research and troubleshooting. The Sr.

Technical Support Engineer owns end-to-end customer issues for web and mobile products from Raleigh, NC, coordinating with Product and Engineering. You will triage, diagnose, and resolve break/fix, how‑to, and configuration questions, while documenting steps and

Qualifications

• 3+ years in a technical, customer-facing support or engineering role owning outcomes.
• Applied coding knowledge across front-end or API environments.
• Able to explain technical concepts to technical and non-technical audiences.
• Comfort troubleshooting on iOS and Android and App Store/Google Play understanding.
• Gather and interpret technical details from customers (device, OS, app version, logs).
• Familiar with mobile concepts (permissions, deep links, webviews, crashes, SDK behavior).
• Active use of AI tools to move faster and sharpen work.

Responsibilities

• Triage, diagnose, and resolve issues across Pendo’s products from end to end.
• Provide technical guidance on platform usage, configuration, and best practices.
• Translate customer pain into reproducible test cases and bug reports for Product/Engineering.
• Create and maintain knowledge base content; document novel issues with AI-assisted drafting.
• Collaborate with developers on fixes and follow through to case closure.

Skills

Technical debugging

Customer support

AI tools usage

Mobile troubleshooting

Cross-team collaboration

Tools

iOS/Android debugging tools

API debugging

Job description

Pendo’s Technical Support Engineers are the diagnostic and strategic layer between customers and the product. This team solves complex issues, writes knowledge content, and uses AI to accelerate research and troubleshooting. The Sr.

Technical Support Engineer owns end-to-end customer issues for web and mobile products from Raleigh, NC, coordinating with Product and Engineering. You will triage, diagnose, and resolve break/fix, how‑to, and configuration questions, while documenting steps and