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About the Role

As a Senior Customer Engineer for the ANZ region, you will own 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.

Responsibilities

Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth 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.
Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts.
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.
Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business.
Diagnose root causes when adoption stalls, design a path forward, and connect technical work to measurable business outcomes.
Lead onboarding for strategic customers, including planning, implementation, integrations, and training.
Build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time.
Build playbooks, document repeatable fixes, coach peers, and improve how Customer Engineering work gets done across the team.
Use AI tools to accelerate content creation, surface patterns across accounts, and share practical workflow findings with the broader team.
Assess account health, risks, stakeholder relationships, and the highest-priority problems to solve within your portfolio.
Establish trust with Account Directors and customer stakeholders, then independently lead complex customer interactions that move accounts forward.
Serve as an escalation point for complex technical challenges raised by other Customer Engineers.
Resolve ambiguous problems with multiple variables and tradeoffs, involving Product or Engineering only when truly needed.

Requirements

You're a builder, not a maintainer.
You're most energized 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.
You operate as strategic advisors, influencing decisions, guiding stakeholders, and elevating how we work.
You're genuinely AI-curious and rewire how you work around AI tools.
You are faster, sharper, and more prolific because of AI tools.
You see AI as a multiplier, not a shortcut.
Passion for working with customers and building strong and impactful customer relationships.
5 to 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 realization.
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.

Skills

HTML
CSS
JavaScript
REST APIs
AI tools

Location

Sydney, NSW

Work Type

Hybrid
In-office 3 days per week

Experience Level

Senior
5 to 8 years

Benefits

Flexible, high-control benefits
Monthly health stipend
Strong parental leave
Equity
Above-market retirement contributions

About the Company

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.

Equal Opportunity

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.
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.