Technical Support Engineer

Technical Support Engineers (TSE) make up a small, talented, 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.

Responsibilities

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 documentation

Qualifications (your experience)

Highly empathetic and passionate about helping others at a moment's notice

Applied coding knowledge - Front End or API

Reliable and active team member

Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge

Conversational fluency 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 (computer science degree, coding school, other relevant courses)