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 queueBe the voice of the customer to the Product and Engineering organizationsDebug customer issues, create reproducible test cases for developers, and validate fixes and workaroundsTake ownership of pushing cases to resolution, including working with developersActively contribute to knowledge documentation through the creation of internal and customer-facing documentationQualifications (your experience):Highly empathetic and passionate about helping others at a moment's noticeApplied coding knowledge - Front End or APIReliable and active team memberAbility to learn technical concepts and translate them to business solutions for customers with a thirst for knowledgeConversational fluency in spoken and written English2+ years of professional experience in JavaScript, HTML, CSS and/or Mobile Development2+ years of professional experience working in a customer-facing roleProven record of continued education/pursuit of knowledge in technology (computer science degree, coding school, other relevant courses)