IT Engineer (AI)

TL;DR

IT Engineer (AI): Providing technology support for EMEA-based employees while also advancing AI-driven initiatives to scale and automate IT service delivery. Focus on troubleshooting end-user issues across macOS and Windows and designing AI agents/automations to improve internal efficiency and employee experience.

Location: Must be based in the UK, providing both on-site and remote assistance for EMEA employees (specifically Sheffield or London).

Salary: £41,000–£56,700

Company

Pendo was founded in 2013 by former product managers to improve society's experience with software, and is one of the fastest-growing startups supported by best-in-class institutions.

What you will do

• Act as the primary IT support owner for EMEA, delivering high-quality assistance via multiple channels.
• Troubleshoot end-user issues across macOS (primarily) and Windows environments.
• Manage hardware and software assets following established lifecycle and inventory processes.
• Accurately document incidents, requests, and resolutions in our service management platform (Zendesk).
• Contribute to AI-powered improvements across IT operations, embedding AI into workflows to improve speed and quality of work.
• Design and contribute to AI agents, automations, or workflows that reduce ticket volume or resolution time and improve employee experience.

Requirements

• 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.
• Must be based in the UK to provide on-site and remote assistance for EMEA employees.

Nice to have

• Hands-on experience supporting Okta, Google Workspace, or similar SaaS platforms.
• Exposure to MDM solutions such as Jamf and Kandji.
• Practical experience using AI tools to automate tasks, improve workflows, or build internal utilities.

Culture & Benefits

• Join a passionate, dynamic, and fun culture in a fast-growing startup environment.
• Gain experience in a diverse and exciting set of technologies and clients.
• Opportunity to have a real impact on Pendo's future.
• Commitment to diversity and inclusion, fostering an environment where everyone brings their whole self to work.
• Commitment to providing reasonable accommodation for applicants with mental and/or physical disabilities.