Technical Support Engineer

At Pendo, a leader in Digital Adoption, we provide a platform that helps organizations understand, measure, and optimize the user experience across software and digital products. Pendo enables companies to enhance user engagement and maximize the value of their software, improving overall ROI. Technical Support Engineers (TSEs) play an essential role in our global team, offering guidance and technical support to customers and enhancing the experience across both web and mobile platforms. TSEs turn customers into champions and ensure their success with accurate and professional technical solutions.

Responsibilities (What You’ll Do):

• 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 pushing cases to resolution, including working with developers.
• Actively contribute to knowledge documentation through the creation of internal and customer-facing documents.

Qualifications (Your Experience):

• Highly empathetic and passionate about helping others at a moment’s notice.
• Applied coding knowledge in Front End or API development.
• Reliable and active team member.
• Ability to learn technical concepts and translate them into business solutions for customers.
• Conversationally fluent in spoken and written English.
• 2+ years of professional experience in JavaScript, HTML, CSS, and/or Mobile Development.
• 2+ years of professional experience working in a customer-facing role.
• Proven record of continued education/pursuit of knowledge in technology (e.g., computer science degree, coding school, or relevant courses).

Mobile Experience:

• Basic knowledge in both Android and iOS (Java and Swift/Objective-C).
• Experience in app lifecycle management and SDKs.
• Basic understanding of View modules (MVVM Module) in iOS and Android, as well as Activities in Android and UIViewController in iOS.
• Bonus: Knowledge of frameworks such as Native for each OS and React Native.