Pendo

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)

About the Role

Pendo is looking for a Staff Software Engineer to lead teams building core product capabilities across Analytics, Guides, and Platform services. These are the systems that power how hundreds of millions of end users experience the software.

In this role, you will drive execution against business objectives, direct complex initiatives from kickoff through delivery, and build a team that operates with clarity and focus. You will set clear expectations, delegate effectively, and partner closely with product, design, and senior engineering leadership to keep teams aligned and moving. You default toward action, push teams to deliver value daily, and actively use AI tools as part of how you work.

If you're energized by directing high-impact teams, developing strong engineers, and building a culture where craft and velocity coexist, this role is a great fit.

What You'll Do

Team Leadership & Hiring

• Create an environment where engineers are encouraged to take risks, experiment, and challenge the status quo.
• Lead, mentor, and grow a team of engineers through clear expectations, coaching, and timely feedback.
• Own hiring end-to-end, partnering with recruiting to attract and close top engineering talent.
• Build an inclusive, high-performing team culture grounded in ownership, accountability, and continuous improvement.

Delivery & Execution

• Maintain a high bar for velocity, predictability, and quality.
• Own team execution against product and engineering goals.
• Partner with Product and Design to define roadmaps, scope work, and deliver high-quality outcomes.
• Identify and remove blockers, manage risks, and ensure strong planning and prioritization.

Cross-Functional Collaboration

• Work closely with product, design, infrastructure, and other engineering teams to deliver cohesive customer experiences.
• Align team priorities with broader organizational goals and strategy.

Operational Excellence

• Drive improvements in system reliability, performance, and scalability.
• Establish strong practices around monitoring, incident response, and continuous improvement.

What We're Looking For

• 8+ years of experience in software engineering.
• 3+ years of experience managing and growing engineering teams.
• Proven track record of hiring and building high-performing teams.
• Experience delivering complex, cross-functional initiatives in a product-driven environment.
• Strong technical foundation in backend, distributed systems, or full-stack development.
• Proven ability to lead teams through ambiguity and change while maintaining execution.
• Actively uses AI tools in day-to-day work and helps drive adoption across teams.
• Strong communication, organizational, and stakeholder management skills.

Nice to Have

• Experience working on analytics products, user-facing SaaS platforms, or data-intensive systems.
• Experience managing teams across both frontend and backend domains.
• Familiarity with modern cloud environments and scalable architectures.
• Experience working in distributed teams across multiple time zones.

About the Role

Pendo is looking for a Software Engineer to help build and scale the platform that powers our integrations with enterprise systems such as Salesforce, Slack, Segment, and other partner tools. This team develops the services, APIs, data pipelines, and user interfaces that enable customers to seamlessly connect Pendo into their product and data ecosystems.

In this role, you will primarily focus on building scalable backend systems while also contributing to the frontend experiences that allow customers to configure, manage, and monitor integrations. You’ll collaborate closely with product managers, designers, and infrastructure teams to deliver reliable, high-performance capabilities used by millions of users.

What You'll Do

• Design and build scalable backend services and APIs that power Pendo’s integrations platform.
• Develop and maintain distributed, event-driven data pipelines that process and sync high volumes of behavioral and product analytics data.
• Contribute to frontend applications that allow customers to configure, manage, and monitor integrations and data workflows.
• Lead technical initiatives from design through implementation, testing, and production rollout.
• Integrate with third-party APIs and enterprise platforms using technologies such as REST, webhooks, and OAuth.
• Collaborate with product, design, infrastructure, and partner teams to translate business needs into high-quality technical solutions.
• Use modern development workflows and AI-powered tools to improve developer productivity and streamline engineering processes.
• Participate in design reviews and promote best practices in testing, observability, performance, and system reliability.
• Contribute to improving platform scalability, availability, and operational excellence.

What We're Looking For

• Experience building backend services, APIs, or distributed systems.
• Experience developing modern web applications using frameworks such as Vue, React, or Angular.
• Strong proficiency in at least one backend language such as Go, Java, Python, or C++.
• Experience working with cloud infrastructure such as AWS or GCP.
• Familiarity with distributed systems, event-driven architectures, or high-throughput data pipelines.
• Experience writing and maintaining unit, integration, and end-to-end tests.
• Strong collaboration and communication skills.

Nice to Have

• Experience building integration platforms or working with third-party APIs.
• Familiarity with authentication models such as OAuth and enterprise SaaS integrations.
• Experience working with analytics or behavioral event data.
• Experience leveraging AI-assisted development tools or working with modern AI workflows.

Technologies We Use

• Frontend: Vue, Vuex, React, Angular, Highcharts, Jest, Cypress
• Backend: Go, Java, Python, C++
• Cloud & Data: AWS, GCP, Redis, Pub/Sub, SQL/NoSQL
• AI / ML: GenAI, LLMs, LangChain, MLOps