The Team + The Role Pendo is on a mission to improve society's experience with software. With the launch of Novus, Pendo is changing how companies understand their products through autonomous product intelligence that connects directly to codebases to automate instrumentation and analysis. The Emerging Business segment partners with innovative startups and mid-market companies that need to move quickly from product questions to product insight
As a Senior Customer Engineer for Novus, you will be the technical architect for strategic Emerging Business accounts. You will guide customers through repository connection, autonomous instrumentation, and codebase-driven product intelligence, helping engineering and product teams achieve rapid time-to-value. You will also serve as a key field-to-product feedback loop as Pendo scales a new product frontier
This role is based in our Raleigh office
What this looks like day-to-day Architect autonomous intelligence: Guide CTOs and lead engineers through connecting GitHub and GitLab repositories to Novus. Ensure Cortex accurately maps user journeys and product context without requiring manual tracking code
Drive high-velocity adoption: Help Emerging Business customers move quickly from implementation to insight. Use Signals to proactively surface product friction and growth opportunities, and advise product teams on how to act on what Novus reveals
Bridge technical success to expansion: Use Novus data to identify credible technical expansion paths. Provide the technical validation customers need to evaluate broader Pendo platform adoption, including Pendo Orchestrate and Mobile capabilities
Define the implementation playbook: Build the Novus Implementation Framework for a new product pod. Document best practices for repository structure, AI-review workflows, and complex single-page application architectures
Serve as product liaison: Act as the primary field-to-product feedback loop for Novus. Partner with AI and Engineering teams to improve how the agent interacts with different tech stacks and increases instrumentation accuracy
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 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. 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 not using AI tools occasionally. You're rewiring how you work around t