Sr. Technical Support Engineer

About the role

Pendo's Technical Support Engineers serve as the diagnostic and strategic layer between customers and the product. This Sr. Technical Support Engineer owns customer issues end-to-end across Pendo's web and mobile products, from triage and debugging to resolution, documentation, and feedback loops.

What you'll do

• Triage, diagnose, and resolve technical issues across Pendo's web and mobile products, managing urgency and owning each case until solved.
• Provide targeted technical guidance on platform usage, configuration, and best practices for your customer segment.
• Translate customer pain into reproducible test cases, clear bug reports, and prioritized feedback for Product and Engineering.
• Create and maintain internal knowledge base content and use AI tools to draft, organize, and surface knowledge faster.
• Work with developers on fixes and workarounds and push cases through to close with proactive communication.
• Identify recurring issues and propose fixes or internal resources to help the team move faster.

What they're looking for

• 3+ years of experience in a technical, customer-facing support or engineering role where you owned outcomes.
• Working proficiency in JavaScript, HTML, and CSS, with the ability to read code and use browser developer tools.
• Applied coding knowledge across frontend or API environments, including experience writing or modifying code.
• Comfort troubleshooting on iOS and Android and an understanding of how mobile apps are built, released, and updated.
• Ability to gather technical details from customers, including logs, OS versions, and app versions, and interpret mobile debugging output.
• Active use of AI tools in daily work with a focus on moving faster and working sharper.

For applicants in Nigeria

• Location listed is Raleigh, NC with in-office hybrid; the listing does not state Nigeria eligibility.
• The listing does not state a timezone requirement; confirm before interviewing.
• The listing does not specify contractor vs employee.
• Pay currency/range: USD 105,000 - 120,000 base salary for Raleigh, NC.
• The listing does not mention visa or work-authorization notes.