Job Description

We are seeking an experienced IT Engineer to serve as the primary technology support partner for our EMEA-based employees, while also helping shape how IT leverages AI to scale, automate, and rethink service delivery. This role is intentionally dual-focused.

• We believe initially 50-70% of your time will be spent delivering excellent Service Desk support and acting as the trusted, empathetic first point of contact for our EMEA teammates. Over time, this should reduce to 25-50%
• The remaining time will focus on helping advance AI-driven initiatives that improve internal efficiency, reduce friction, and unlock new ways of working for IT and the business.

We support over 900 employees globally, 60% distributed across multiple time zones. Our IT team plays a critical role in ensuring technology feels seamless, secure, and human, while continuously evolving how that support is delivered. This is a hands-on role for someone who enjoys helping people today and building smarter systems for tomorrow.
Role Responsibilities
Service Desk and Employee Support

• Act as the primary IT support owner for EMEA, providing both on-site and remote assistance
• Deliver high-quality support via ticketing, chat, email, and walk-up interactions
• Troubleshoot end-user issues across macOS (primarily) and Windows environments
• Accurately document incidents, requests, and resolutions in our service management platform (Zendesk)
• Manage hardware and software assets following established lifecycle and inventory processes
• Balance security, usability, and efficiency in all support decisions
• Partner with global IT colleagues to support users outside of EMEA when needed
• Advocate for employees by identifying recurring issues and working to eliminate root causes

AI Enablement and Automation

• As Service Desk demand stabilizes, you will increasingly contribute to AI-powered improvements across IT operations.
• This includes adoptive AI use, such as embedding AI into your own workflows to improve speed and quality of work, developing and refining prompts, chaining models, and automating repetitive tasks, and using AI to accelerate troubleshooting, documentation, and knowledge creation.
• It also includes transformative AI use, such as designing or contributing to AI agents, automations, or workflows that reduce ticket volume or resolution time, rethinking IT service delivery using AI capabilities that were not feasible just a few years ago, and improving the employee experience by proactively delivering answers, fixes, or guidance through AI-driven systems.
• You will also help troubleshoot, refine, and scale existing automations or AI-enabled tools, and collaborate with IT and cross-functional partners to identify high-impact opportunities for AI-driven efficiency.
• This is not AI for experimentation alone. Success is measured by real reductions in friction, faster resolution, and better employee experiences.

Minimum Qualifications

• 2 to 5 years of experience in an IT support or Service Desk environment
• Working knowledge of macOS and Windows operating systems
• Familiarity with Google Workspace.
• Strong communication skills and a customer-first mindset
• Ability to work independently while collaborating with a distributed team

Preferred Qualifications

• Hands-on experience supporting Okta, Google Workspace, or similar SaaS platforms
• Experience documenting technical issues clearly and consistently
• Exposure to MDM solutions such as Jamf and Kandji (Iru)
• Practical experience using AI tools to automate tasks, improve workflows, or build internal utilities
• Interest in evolving from reactive support toward proactive, AI-enabled service delivery

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: accommodation@pendo.io. 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:
Sheffield, UK 41,000 - 46,000
London, UK 46,700 - 56,700
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.

Skills Required