Senior Customer Engineer, Novus — Emerging Business

Senior Customer Engineer, Novus — Emerging Business 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.

• Architect autonomous intelligence: Guide CTOs and lead engineers through connecting Git Hub and Git Lab 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.

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 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.

• 5–8+ years of experience in a highly technical, customer-facing role such as Customer Engineering, Solutions Architecture, Technical Account Management, or Professional Services.
• Ability to understand how code translates into user behavior and explain that connection to both technical and non-technical stakeholders.
• Working understanding of, or strong demonstrated passion for, LLMs and agentic workflows.
• Experience operating in fast-paced, ambiguous environments with a bias to act and the ability to solve problems without a defined playbook.
• Strong communication skills, with the ability to translate complex technical concepts into clear, actionable strategies for developers, product leaders, and executive stakeholders.

• Experience with the Model Context Protocol or AI-driven developer tools.
• Experience supporting startups or mid-market customers in an Emerging Business, high-growth, or fast-moving SaaS environment.
• Experience with complex single-page application architectures.
• Experience developing implementation frameworks, technical playbooks, or best-practice documentation…