Technical Support Engineer, Pendo
$80-95k
3 days a week in office
Digital adoption and product experience solutions
Open for applications
Digital adoption and product experience solutions
501-1000 employees
Open for applications
$80-95k
3 days a week in office
501-1000 employees
Company mission
To elevate the world's experiences with software.
Role
Who you are
- 2+ years of professional experience working in a customer-facing role
- 2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development
- Applied coding knowledge - Front End or API
- Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)
Desirable
- Highly empathetic and enthusiastic about helping others at a moment’s notice
- Reliable and active team member
- Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
What the job involves
- Technical Support Engineers (TSE) make up a small, skilled, and dedicated global team providing an important part of the Pendo experience through guidance and consulting to customers
- We pride ourselves on prompt responses to customers with a range of technical capabilities to ensure the success of customers across our web and mobile features as part of the Engineering organization
- While the entire company has a customer focus, TSEs make champions out of our customers and provide a partnership experience through professional and accurate technical support
- Answer customer questions through our support queue
- Be the voice of the customer to the Product and Engineering organizations
- Debug customer issues, create reproducible test cases for developers, and validate fixes and workarounds
- Take ownership of fostering cases to resolution, including working with developers
- Actively contribute to knowledge documentation through the creation of internal and customer-facing documentation
Our take
Developing a new software application is a complex process, often fraught with challenges such as bugs and user dissatisfaction, Without a standardized system for feedback, developers may struggle to identify and address issues effectively, relying solely on dissatisfied emails from customers.
Pendo offers a digital platform designed to analyze user experiences, gather bug reports, and engage with consumers to ensure customer retention. With a suite of tools including product journey analytics, surveys, and user feedback, Pendo empowers developers to enhance software usability and resolve issues efficiently.
Amidst a competitive software landscape, Pendo has demonstrated significant growth in 2022, boasting a 40% increase in customers paying over $100,000 annually and securing 17 new Fortune 500 clients. Despite navigating global economic uncertainty with a renewed focus on fiscal efficiency, Pendo remains steadfast in its goal of achieving an IPO in 2024.
Freddie
Company Specialist at Welcome to the Jungle
Insights
-19% employee growth in 12 months
Company
Funding (last 2 of 9 rounds)
Nov 2021
$110m
GROWTH EQUITY VC
Jul 2021
$150m
SERIES F
Total funding: $468.3m
Company benefits
- Happier workdays: Add a little fun to your work day with Pendo board game night, team karaoke, ping pong, weekly catered lunch, or a local brew on our rooftop deck
- Health and wellness benefits: Generous health and wellness plans designed to meet the needs of you and your family, including medical, dental, vision, and mental health benefits
- Paid parental leave: Up to 16 weeks of paid parental leave, and a flexible schedule upon your return to help you make the most of those special moments
- Learning and development: In-house management development classes, guest speaker lunch and learns, and select conferences help keep talent sharp
- Flexible work hours and PTO: Enjoy the benefits of a flexible time off policy, flexible work hours, and paid parental leave
- Global offices: Work across the globe in the cities that we love: Raleigh, San Francisco, New York, Herzliya, Tokyo, Sydney, London, and Sheffield
Company HQ
Downtown, Raleigh, NC
Leadership
Todd Olson
(CEO)Todd studied at Carnegie Mellon before spending 7 years as an MBNA Developer and co-founding Cerebellum. After 5 years, they served as VP of Product Development at TogetherSoft and worked at Borland and 6th Sense Software. They left their role of 4 years at Rally Software Development to found Pendo.io in January 2014.
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