Senior Pre- & Post-Sales Customer Engineer, Enterprise

Pendo's Customer Engineering team is the technical backbone of the pre- and post-sales customer motion, combining work historically across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. 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 with account teams to drive retention, expansion, and customer value. This is a remote role supporting a West Coast territory.

• Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business; identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops.
• Lead onboarding for strategic customers, including planning, implementation, integrations, and training; build customer-specific implementation playbooks and guide complex deployments with executive visibility.
• Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business; diagnose root causes when adoption stalls and connect technical work to measurable business outcomes.
• Serve as an escalation point for complex technical challenges raised by other Customer Engineers, resolving ambiguous problems with multiple variables and tradeoffs.
• Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done; use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings.
• Assess account health, risks, stakeholder relationships, and highest-priority problems; establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions.
• Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts; contribute reusable frameworks, playbooks, or processes.

• 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, content creation, or workflow automation, with demonstrated integration into day-to-day work.
• 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 adopted by a broader team.

Expected On-Target Earnings (OTE) range: $193,393 - $241,742, with a 70/30 base-to-variable compensation split. Benefits include employer-heavy coverage with $0 premium options, strong 401(k) match, equity, and flexible time off.

Apply via the provided Greenhouse link.