What are the responsibilities and job description for the Technical Support Engineer position at 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 (what you’ll do):
- 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
Minimum Qualifications:
- 2 years of professional experience working in a customer-facing role
- 2 years of professional experience in JavaScript, HTML, CSS, and/or Mobile Development
- Applied coding knowledge - Front End or API
- Conversational fluency in spoken and written English
- Proven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)
Preferred Qualifications:
- Highly empathetic and passionate about helping others at a moment’s notice
- Reliable and active team member
- Ability to learn technical concepts and translate them to business solutions for customers with a thirst for knowledge
- Mobile Experience:
- Basic knowledge in both Android and iOS - Java and Swift/Objective-C
- Experience in the app life cycle of SDKs
- Basic understanding of View modules (MVVM Module View View Module) in iOS and Android. Basic understanding of Activities in Android and UIViewController in iOS.
- Bonus - Knowledge in frameworks such as the Native for each OS and React Native
Pendo Description:
Pendo was founded in 2013 by former product managers, who combined their heads and hearts to build something they wanted but never had as product managers -- a simple way to understand and attack what truly drives product success. 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. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.
EEOC
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 think you may require an accommodation for any part of the recruitment process, please send a request to: accommodation@pendo.io. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.
Compensation
Our salary ranges are based on paying competitively for our size and industry, and are one part of many compensation, benefits and other reward opportunities we provide.
Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.