Senior Pre- & Post-Sales Customer Engineer, Enterprise

Senior Customer Engineer The Pendo’s Customer Engineering team is the technical backbone of the pre‑ and post‑sales customer motion. The team brings together work that has historically sat across Customer Success, Technical Account Management, and Solutions Engineering into one full‑lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo. Role Overview As a Senior Customer Engineer, you own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion and customer value. Your impact extends beyond your own accounts through playbooks, coaching, repeatable fixes and workflow improvements that raise the capability of the broader Customer Engineering team. What this looks like day‑to‑day New customer acquisition and selling: Partner with Account Directors on pre‑sales motions for new customer acquisition, product expansion and expansion across lines of business. Identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance and hands‑on workshops. Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations and training. Build customer‑specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time. Adoption, expansion and growth: Identify opportunities to expand adoption across underutilized features, untapped products and new lines of business. When adoption stalls, diagnose root causes, design a path forward and connect technical work to measurable business outcomes. Technical escalation: Serve as an escalation point for complex technical challenges raised by other Customer Engineers. Resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed. Team capability building: Build playbooks, document repeatable fixes, coach peers and improve how Customer Engineering work gets done across the team. Use AI tools to accelerate content creation, surface patterns across accounts and share practical workflow findings with the broader team. Early account impact: Assess account health, risks, stakeholder relationships and the highest‑priority problems to solve within your portfolio. Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward. Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion and technical resolution across strategic accounts. Contribute reusable frameworks, playbooks or processes that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy. Who You Are Beyond the qualifications, we hire through a specific lens. These aren’t buzzwords; they’re the things we’ll actually look for in how you talk about your work. You’re a builder, not a maintainer. You’re most energized when there isn’t a clear path yet, and you get to define it. You don’t wait for direction; you identify gaps, shape solutions and drive them forward. You’re AI‑curious—genuinely. You’re not using AI tools occasionally; you’re rewiring how you work around them. You’re faster, sharper and more prolific because of it, and you bring that energy to everything—how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut. Must‑haves (Qualifications) 5 to 8 years of experience in a customer‑facing technical role such as Solutions Engineering, Technical Account Management, Customer Engineering, implementation, professional services, or solutions architecture. Deep hands‑on experience with web technologies including HTML, CSS, JavaScript and REST APIs, with the ability to architect and troubleshoot complex front‑end implementations. Proven experience managing strategic Enterprise accounts with executive‑level stakeholders, competing priorities and complex technical or business requirements. Demonstrated ability to solve ambiguous problems involving multiple variables, constraints and tradeoffs. Experience connecting technical execution to business outcomes such as retention, expansion, ROI and value realization. Hands‑on use of AI tools for account research, content creation or workflow automation, with demonstrated integration into day‑to‑day work rather than light experimentation. Experience mentoring or coaching more junior technical team members. Nice‑to‑haves Experience with Pendo, digital adoption platforms, product analytics, or in‑app experience tooling in an enterprise environment. Hands‑on experience with mobile app development, including Swift, Android or React Native. Familiarity with data architecture, AI or machine learning concepts, or advanced analytics instrumentation. Track record of building reusable frameworks, playbooks or processes that were adopted by a broader team. Location Remote (West Coast territory) Compensation The expected On‑Target Earnings (OTE) range for this role is $193,393 – $241,742, with a 70/30 base‑to‑variable compensation split. Benefits Pendo offers highly competitive United States benefits, including employer‑heavy coverage with $0 premium options, strong 401(k) match, equity and flexible time off. EEO Statement We are an equal‑opportunity employer and believe having diverse teams where everyone brings their whole self to Pendo is key to our success. We welcome all people of different backgrounds, experiences, abilities and perspectives. Accessibility Pendo is committed to working with and providing access and reasonable accommodation to applicants with mental and/or physical disabilities. If you may require an accommodation for any part of the recruitment process, please send a request to: View email address on click.appcast.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law. #J-18808-Ljbffr