Sr. Technical Support Engineer Raleigh, NC

Pendo; Raleigh (NC); On-site; 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 small, global team sits within Engineering and partners daily with Product, Engineering, and Customer Engineering across the US, EMEA, and APAC. The team does not operate like a help desk; it solves technical problems, strengthens customer outcomes, and turns customer signal into product insight.

As a Sr. Technical Support Engineer, you will own customer issues end-to-end across Pendo’s web and mobile products, from triage and debugging to resolution, documentation, and feedback loops. You will handle break/fix issues, how-to questions, configuration guidance, bug reproduction, and complex escalations while using AI tools to accelerate research, drafting, troubleshooting, and knowledge capture. At the senior level, you will also serve as a go‑to technical resource for peers and contribute to the cross‑functional work that makes the support function stronger.

This role is based in our Raleigh office.

What this looks like day‑to‑day

• Support queue ownership: You triage, diagnose, and resolve technical issues across Pendo’s web and mobile products, including break/fix, how‑to, best practice, and configuration questions. You manage urgency based on customer impact and own each case until the customer’s problem is actually solved.
• Technical guidance: You provide targeted technical assistance on platform usage, configuration, and best practices for customers in your segment. Each engagement is scoped to the issue at hand, with clear resolution, documentation, and a path forward that helps the customer move independently.
• Customer signal: You translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering. You also surface customer health signals and strategic gaps to Account Owners and Customer Success so the right teams can act.
• Knowledge at scale: You create and maintain internal knowledge base content so the team does not solve the same problem repeatedly. When you resolve something novel, you document it and use AI tools to draft, organize, and surface knowledge faster.
• Resolution follow‑through: You work directly with developers on fixes and workarounds, pushing cases through to close without dropping hard problems or waiting to be chased. Customers and internal partners know where things stand because you communicate clearly and proactively.
• Continuous improvement: You identify recurring customer confusion, tooling gaps, workflow friction, and process issues that slow the team down. When you see a pattern, you propose the fix, write the doc, or build the internal resource that helps the team move faster.
• Support performance: You manage your work against resolution rate, response time, CSAT, escalation quality, and customer update expectations. Your goal is not just to respond quickly, but to resolve the real issue and reduce repeat case volume over time.
• Peer enablement: You help teammates navigate complex cases, share workarounds, and raise the technical bar for the support team. You make the people around you better by documenting what you learn and stepping in when others are blocked.

Who You Are

Beyond the qualifications, we hire through a specific lens. These aren't buzzwords; they're the things we'll actually look for in how you talk about your work.

You're a builder, not a maintainer.

You're most energized when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Technical Support Engineers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.

You're AI‑curious - genuinely.

You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything — how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.

Must‑haves

• 3+ years of experience in a technical, customer‑facing support or engineering role where you debugged real issues and owned outcomes rather than routing tickets.
• Applied coding knowledge across front‑end or API environments, including experience writing or modifying code in a professional setting.
• Demonstrated ability to learn technical concepts quickly and explain them clearly to both technical and non‑technical audiences.
• Comfort troubleshooting customer issues on both iOS and Android, including a basic understanding of how mobile apps are built, released, and updated through the Apple App Store and Google Play.
• Ability to gather and interpret useful technical details from customers, including device type, OS version, app version, screenshots, screen recordings, and logs.
• Familiarity with common mobile concepts such as app permissions, deep links, webviews, crashes, and SDK behavior, including the ability to interpret basic mobile debugging output, error messages, and SDK implementation details.
• Active use of AI tools in daily work for research, drafting, troubleshooting, or knowledge capture, with a focus on using AI to move faster and work sharper.
• Comfort operating in a high‑volume, unpredictable environment where priorities shift based on customer impact and you are expected to manage your own queue.
• Evidence of peer development, such as helping a less experienced colleague through a hard problem, proactively documenting knowledge, or taking informal ownership of a technical area.
• Evidence of continuous technical learning, whether formal or self‑directed, with examples of what you have built, broken, or figured out.

Nice‑to‑haves

• Hands‑on exposure to mobile frameworks or platforms such as native iOS or Android, React Native, Flutter, or mobile SDKs.

About Pendo

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.

Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.

Location: Pendo is a hybrid culture. In‑office 3 days per week unless designated remote.

Compensation: The expected base salary range for this role to be performed in Raleigh, NC is $105,000 - $120,000.

Benefits: Highly competitive, employer‑heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off.

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.

Pendo USA Custom Demographic Questions

At Pendo, we are committed to fostering a diverse, equitable, and inclusive workplace where every employee feels valued and respected, has access to equal employment opportunities, and experiences a work environment free of discrimination, harassment, and hostility. In order to do this, we are collecting the following information which will enable us to better understand the diversity of our applicants. Please note, your responses are completely voluntary.