Description
The Team + The Role
Pendo’s Business Systems team keeps the company running smoothly across our global office footprint. The team owns the systems, infrastructure, automations, and day-to-day support that help Pendonauts work securely, efficiently, and at scale. As Pendo grows, this team plays a critical role in finding smarter, more scalable ways to support the business.
As a Senior IT Engineer, you will own key IT infrastructure initiatives, lead Okta administration, build automations that reduce manual work, and support the SaaS tools that power Pendo’s operations. This role goes beyond ticket resolution: you will work hands-on across systems, support, automation, A/V, SaaS administration, and infrastructure improvements while partnering closely with teams across the business. You will operate with a high degree of autonomy and help make Pendo’s IT function more reliable, secure, scalable, and forward-looking.
This role is based in our Raleigh office.
What this looks like day-to-day
- Okta administration: Own Okta administration as a core focus area, including SSO application implementation, onboarding and offboarding workflows, SCIM provisioning, and account lifecycle management. Build and maintain clean integrations that make access management seamless and scalable.
- Automation development: Use tools such as Workato, n8n, Okta Workflows, APIs, and AI tools to eliminate manual work across IT operations. Build automations for user account creation, workflow orchestration, tool integrations, and recurring support patterns.
- IT support: Resolve helpdesk tickets, troubleshoot network issues, and support A/V setup for meetings and events. You will own day-to-day support alongside larger initiatives, looking for repeatable patterns that can be automated or improved.
- User account management: Perform provisioning and deprovisioning as part of onboarding and offboarding workflows. Ensure access is accurate, timely, secure, and aligned to business needs.
- Infrastructure improvement: Identify and implement enhancements to Pendo’s IT infrastructure, tooling, and processes. Focus on improvements that make systems more reliable, secure, and scalable over time.
- SaaS tool management: Manage and optimize tools across Pendo’s SaaS portfolio, including Google Workspace, Atlassian, Slack, LastPass, and Zoom. Identify rightsizing opportunities and take action to reduce unnecessary SaaS spend.
- Mac experience: Collaborate with the team to enhance and maintain the employee Mac experience, while supporting a fleet that is primarily Mac with some Windows devices. Help improve the systems and processes that make device support more effective.
- Cross-functional communication: Keep stakeholders informed through clear documentation, proactive updates, and direct written communication. Translate technical concepts into practical guidance for non-technical partners.
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 IT 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
- 3+ years of hands-on IT engineering experience in a SaaS or technology company, with direct experience rolling out, maintaining, and supporting expanding IT infrastructure.
- Deep experience with Okta administration, including SSO, SCIM provisioning, Okta Workflows, and account lifecycle management.
- Proficiency with automation platforms such as Workato, n8n, or similar iPaaS tools, including the ability to build workflows that reduce manual work.
- Familiarity with API integrations and building automated workflows across SaaS tools and internal processes.
- Demonstrated experience managing and optimizing a SaaS portfolio, including tools such as Google Workspace, Slack, Zoom, Atlassian, and related collaboration platforms.
- Strong experience supporting macOS in an enterprise environment, with comfort supporting a primarily Mac fleet and some Windows devices.
- Ability to manage and prioritize multiple concurrent projects with minimal supervision, while knowing when to raise risks early.
- Strong written communication skills, with the ability to document clearly and explain technical concepts to non-technical stakeholders.
- Active AI fluency, with daily use of tools such as ChatGPT, Claude, or similar tools to automate, draft, troubleshoot, and solve problems more efficiently.
Nice-to-haves
- Exposure to endpoint management tools such as JumpCloud or Iru for fleet management.
- Familiarity with security best practices, including SSO enforcement, MFA, and least privilege access.
- Background in IT support or helpdesk that has evolved into an engineering and automation-focused role.
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 unless designated remote.
Compensation: The expected base salary range for this role to be performed in Raleigh, NC is $105,000 - $120,000.
Benefits: Highly competitive, employer-heavy coverage including $0 premium options, strong 401(k) match, equity, and flexible time off.
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.
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