At a Glance
- Tasks: Lead technical strategy for major Enterprise accounts and drive customer success.
- Company: Join Pendo, a fast-growing startup revolutionising software experiences.
- Benefits: Enjoy competitive salary, comprehensive benefits, equity, and lifestyle perks.
- Other info: Hybrid work culture with opportunities for growth and mentorship.
- Why this job: Make a real impact by connecting tech execution to business outcomes.
- Qualifications: 8+ years in customer-facing technical roles with strong web tech skills.
The predicted salary is between 70000 - 90000 £ per year.
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 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 realise the value of their investment in Pendo. As a Senior Customer Engineer II you will own some of our largest Enterprise Accounts Across the UK + EMEA. You’ll own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You will 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 will extend beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team. This role is based in our London office.
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 growth 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.
- Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute at least one reusable framework, playbook, or process that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy.
- Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilised 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.
- Complex implementations and value realisation: 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 realise value during onboarding and over time.
- 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.
- 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.
Who You Are
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 most energised when there isn't a clear path yet, and you get to define it. You don't wait for direction; you identify gaps, shape solutions, and drive them forward. At Pendo, great Senior Customer Engineers don't just follow instructions; they operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work. You're AI‑curious - genuinely. You're not using AI tools occasionally. You're rewiring how you work around them. You're faster, sharper, and more prolific because of it, and you bring that energy to everything — how you approach your work, how you prep, how you communicate, how you think. We want someone who sees AI as a multiplier, not a shortcut.
Must-haves:
- Passion for working with customers and building strong and impactful customer relationships, from C level relationships down, and working with some of the largest Enterprise accounts across EMEA.
- 8+ years of experience in a customer‑facing technical role such as 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 realisation.
- Hands‑on use of AI tools for account research, content creation, or workflow automation, with demonstrated integration into day‑to‑day work rather than light experimentation.
- Experience mentoring or coaching more junior technical team members.
Nice-to-haves:
- 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 that were adopted by a broader team.
About Pendo
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.
Pendo Core Values: Bias to Act, Hone Your Craft, The Team is Pendo, and Maniacal Focus.
Location: Pendo is a hybrid culture. In‑office 3 days per week in London, UK.
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.
Benefits: Comprehensive, top‑tier coverage (medical, dental, life) combined with pension match, equity, and high‑value lifestyle perks.
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.
Sr Presales & Post Sales Customer Engineer II employer: Triwill Group
Vercel is an exceptional employer that prioritises a culture of innovation and collaboration, making it an ideal place for leaders in the tech industry. With a competitive compensation package, flexible time off, and ample opportunities for mentorship and professional growth, employees are empowered to excel in their roles while contributing to the cutting-edge development of web technologies. Located in London, Vercel offers a dynamic work environment that fosters creativity and supports a diverse workforce, ensuring that every team member can thrive and make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Sr Presales & Post Sales Customer Engineer II
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Triwill Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Triwill Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Sr Presales & Post Sales Customer Engineer II
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Triwill Group:Your cover letter is your chance to shine! Tell us why you want to work at Triwill Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Triwill Group!
How to prepare for a job interview at Triwill Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
