Senior Pre- & Post-Sales Customer Engineer, Enterprise

Requirements

• 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 AI-curious - genuinely.
• 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.
• 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

Benefits

Additional Information

The Team + The Role 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 East Coast territory. 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. 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. Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business. When adoption stalls, you 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. 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. Quarterly business outcomes: 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.

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