Technical Support Engineer, Pendo
$80-95k
3 days a week in office
Digital adoption and product experience solutions
Be an early applicant
Digital adoption and product experience solutions
501-1000 employees
Be an early applicant
$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.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 16 more jobs at Pendo