Pendo's Technical Support Engineers are the diagnostic and strategic layer between customers and the product
Small, global team within Engineering, partnering 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
Responsibilities
Own customer issues end-to-end across Pendo's web and mobile products, from triage and debugging to resolution, documentation, and feedback loops
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
Serve as a go-to technical resource for peers and contribute to cross-functional work
Translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering
Create and maintain internal knowledge base content
Work directly with developers on fixes and workarounds
Identify recurring customer confusion, tooling gaps, workflow friction, and process issues
Manage work against resolution rate, response time, CSAT, escalation quality, and customer update expectations
Help teammates navigate complex cases and raise the technical bar for the support team
Requirements
3+ years of experience in a technical, customer-facing support or engineering role
Working proficiency in JavaScript, HTML, and CSS, with the ability to read code, trace errors, and use browser developer tools
Applied coding knowledge across front-end or API environments
Demonstrated ability to learn technical concepts quickly and explain them clearly
Comfort troubleshooting customer issues on both iOS and Android, including 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
Active use of AI tools in daily work
Comfort operating in a high-volume, unpredictable environment
Evidence of peer development and continuous technical learning