Support Engineer - XM

At Qualtrics, we create software the world's best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love.

But we are more than a platform we are the creators and stewards of the Experience Management category serving over 18K clients globally.

Building a category takes grit, determination, and a disdain for convention but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you'll be part of a nimble group that's empowered to set aggressive goals and move fast to achieve them.

Strategic risks are encouraged and complex problems are solved together, by passing the microphone and iterating until the best solution comes to light.

You won't have to look to find growth opportunities ready or not, they'll find you. From retail to government to healthcare, we're on a mission to bring humanity, connection, and empathy back to business.

Join over 5,000 people across the globe who think that's work worth doing. Support Engineer - XM Why We Have This Role Qualtrics is looking to hire a support engineer to support our Engineering Services team.

We are looking for someone who is technically curious and confident, with an innate ability to solve problems. You get a thrill out of solving customer issues by diving deep to understand and address the root cause, not just the symptom.

You will be responsible for identifying trends and building solutions or processes that effectively reduce the effort needed to support custom engineering services and products. How You'll Find Success

• You look forward to blowing away your customers' expectations.
• You enjoy working on all levels of the technical stack and love diversity in both technology and problem domain.
• You collaborate effectively and have fun doing it!
• You're comfortable switching context when required to dive into emergent issues or take advantage of timely opportunities.
• You will have a significant impact by automating solutions to common issues

How You'll Grow

• You will be in charge of increasing the visibility and tooling of our current services, which includes modernizing our monitoring systems and processes.
• Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals and different roles at Qualtrics, and get the right things done

Things You'll Do

• You will have a significant impact by automating solutions to common issues
• You will collaborate with customers, customer support, and client success teams to triage and verify potential problems
• You will collaborate with multiple engineering and delivery teams to triage and raise configuration and software issues
• You will come together with the technical leads and program managers on client communications and drive operational initiatives
• You will build and maintain dashboards, monitoring, and alerting in several different systems
• You will build systems that audit and measure reliability of customer program execution (program health)
• You will fine-tune systems to reduce time to detection and time to resolution, conducting operational readiness reviews, and automate continuous operation.
• You will support service level agreements and build systems to support them
• You will execute regular maintenance activities including ticket resolution and root cause fixes

What We're Looking For On Your Resume

Bachelor's degree in a technical field such as IT, Engineering, Math, Physics or similar with Computer Science coursework or minor.

Computer science degree preferred but not required.

• JavaScript, Python, HTML, CSS, or other scripting / coding experience
• Good level of curiosity and interest to learn
• A high degree of organization and attention to detail
• Excellent leadership, verbal, and written communication skills
• Experience with the Unix / Linux operating system
• Ability to learn new tools and demonstrated software development / technical operations experience
• A high degree of organization and very precise
• Excellent leadership, verbal, and written communication skills (including technical writing)
• Excellent troubleshooting skills and ability to identify the root cause of issues
• Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals and different roles at Qualtrics, and get the right things done
• Proven ability to understand large systems, drilling down to code level
• Experience in a 24 / 7 production environment is a plus
• SQL or database experience is a plus

What You Should Know About This Team Engineering Services (ES) plays an important role in the Qualtrics mission to "Build technology that closes experience gaps".

The team is at the forefront of the relationship between Qualtrics and our customers. Our mission : We are the incubation engine for Qualtrics, powered by our deep relationships with our most sophisticated and strategic customers and our ability to rapidly capture value from emerging opportunities.

Our Team's Favorite Perks and Benefits

• We spend 10% of our time on individual engineering growth activities every quarter
• We participate in personalized Career Action Planning. You will work with your manager to design a plan based on your life experiences, values, and career aspirations (inside and outside Qualtrics) that helps you achieve your career goals at Qualtrics
• $1800 USD Experience bonus to be used for an Experience of your choosing
• Competitive salary, performance bonuses, generous savings fund match.
• Quarterly Wellness Reimbursement, can be used for activities including gym memberships, spa massages, workout equipment, meditation apps, and much more.
• Amazing QGroup Communities; MOSAIQ, Green Team, Qualtrics Pride, Q&Able, Qualtrics Salute, and Women's Leadership Development, which exist as places for support, allyship, and advocacy.
• The Qualtrics Hybrid Work Model : Our hybrid work model is elegantly simple : we all gather in the office three days a week;

Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation.

For the rest of the week, work where you want, owning the integration of work and life.

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws : Family & Medical Leave Act , Equal Opportunity Employment , Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations.

If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and / or to receive other benefits and privileges of employment, please let your Qualtrics contact / recruiter know.

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