Team Description

We are seeking a highly motivated and detail-oriented Associate IT Engineer who is passionate about delivering exceptional customer service and thrives in a fast-paced environment.

You are eager to assist, patient, and empathetic, with a knack for solving problems. You excel at creating and refining sustainable processes that streamline IT operations. Passionate about technology, you enjoy experimenting with new approaches to find the best solutions, especially in a dynamic environment.

We support over 825 Pendozers, with 55% distributed across multiple time zones. Our goal is to create the best workplace in the world, spanning numerous remote offices and satellite coworking spaces across continents. We believe in leveraging cutting-edge technology to ensure seamless connections with our teammates.

We are predominantly a Mac-based environment, utilizing Jamf for MDM, Okta for identity management, and Zoom for video conferencing. Our operations are fully cloud-based with no on-premise servers, and we implement SSO for external services whenever possible. This robust IT infrastructure supports our growth, and one of your key responsibilities will be to leverage these systems—and others—to minimize IT friction as we continue to expand.

We are committed to maintaining a top-notch organization with a strong engineering-driven culture and uphold the highest standards for our code, systems, and people. We prioritize learning and growth, ensuring a dynamic and engaging work environment. We seek diverse, well-rounded, and communicative individuals who we can envision as friends and trust as integral team members.

Role Responsibilities

• Be a customer advocate by seeking to identify common issues, working within the business to eliminate future occurrences, and proactively educating customers with helpful hints or business-based best practices
• Deliver primary technical support to employees through phone, email, and face-to-face interactions.
• Partner with your IT colleagues to support our global locations
• Ensure the highest levels of customer service in a collaborative environment while helping people resolve issues and problems 
• Maintain a balanced focus on security and efficiency, keeping company values at the forefront of all decisions
• Accurately log/document all Service Desk issues and work efforts using our service management solution
• Follow internal asset and inventory management processes for both hardware and software 
• Collaborate on corporate-wide initiatives and team projects 
• Identify and research routine technical problems of varying complexity and follow through to resolution

We’re excited about you because…

• You have a passion for helping people solve problems.
• You excel in a fast-paced customer service environment, particularly within a technical organization.
• You enjoy supporting and troubleshooting issues on macOS and/or Windows platforms.
• You are comfortable using cloud-based communication tools like Slack, Gmail, and Zoom to collaborate with others.
• You are enthusiastic about creating a Service Desk that people LOVE!

Preferred Qualifications

• 1+ years experience in a technical support environment
• Familiarity with Mac OS and Windows OS platforms
• Familiarity with Google suite of applications (Sheets/Docs/Gmail/etc.)
• Strong communication and interpersonal skills.
• Ability to multitask and prioritize effectively
• Ability to work both independently and collaboratively

Pendo Description:

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. You will gain experience in a diverse and exciting set of technologies and clients and have a real impact on Pendo's future. Our culture is passionate, dynamic, and fun.

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: [email protected]. All requests for accommodations are treated discreetly and confidentially, as practical and permitted by law.

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.

The expected salary range for this role to be performed in North Carolina is $67,000 - $75,000.

Individual pay rate decisions, including offers made within and over the expected salary range, are based on a number of factors, including qualifications for the role, experience level, skillset, and balancing internal equity relative to peers at the company.