Senior Sales Engineer

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. 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. This is a remote role supporting a West Coast territory. 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. You 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. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time. Serve as an escalation point for complex technical challenges raised by other Customer Engineers. You 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. You 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. You establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward. Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You 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. At Pendo, great Senior Customer Engineers don't just follow instructions; You're AI-curious - genuinely. You're not using AI tools occasionally. 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. 5 to 8 years of experience in a customer-facing technical role such as Sales Engineering, 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. ~ 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. 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. Our mission is to improve society's experience with software. Come join one of the fastest-growing startups, supported by best-in-class institutions like Battery Ventures, Salesforce Ventures, Spark Capital and Meritech. Location: Remote 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. Pendo offers highly competitive United States benefits, including employer-heavy coverage with $0 premium options, strong 401(k) match, equity, and flexible time off. Pendo is committed to working with, and providing access and reasonable accommodation to, applicants with mental and/or physical disabilities.