Support Enginner

The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.

Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.

We believe every interaction is an opportunity. Are we yours?

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 6,000 people across the globe who think that’s work worth doing.

The Team 

XM Discover provides a deep understanding of customers and employees by evaluating the actual words they use. The industry's leading AI-powered speech and text analytics engine analyzes all feedback and conversations at scale to reveal topics, perception of effort, emotion, empathy, sentiment, reasons for actions, intent and more. Insights from XM Discover are used to build a more holistic experience management (XM) strategy and stronger relationships with employees and customers as a result.

As a member of the XM Discover Platform scrum development team, you will be collaborating with other progressive engineers to  bring our software to the next levels of scalability, performance, security, and functionality.  This stack processes very large amounts of data using a variety of open-source technologies such as Java, Elastic, Kafka, Spring, Docker, Kubernetes, Postgres, Jenkins, Ansible, and others.  In this role there is lots of opportunity for growth - you will start with responsibility for both story-level and epic-level work, and broaden out from there.  As with all of our engineering roles, you will have influence on design and implementation and will be able to both mentor and be mentored.

The Challenge:

As a Support Engineer at Qualtrics, you will be working with customer support as a part of the engineering team to address issues reported by customers and help them realize the full potential of the system. You will:

• Triage and analyse customer reported issues
• Investigate application code and application logs to identify root causes
• Implement fixes or provide necessary information to application engineers
• Design and implement tools and reports that will speed up the resolution
• Use existing tools and reports
• Cooperate with Engineering, Customer Success, Customer Support  and Product Management teams, both locally and internationally
• Identify trends in application quality and performance
• Implement and monitor alerts based on quality and performance trends

Skills required:

• Ability to read code (like Java, Node, Go)
• Ability to read application logs
• Familiarity with one of the scripting languages (Bash, Python, Perl or other)
• Ability to write SQL queries and execute common DB operations (extracts, mass delete etc)
• Experience in diagnosing customer production issues
• Experience building and/or managing software deployment pipelines (CI/CD)
• Excellent English communication skills, written and spoken
• Analytical thinking
• Proactive approach to issues and trends 

Experience:

• Bachelor’s degree - STEM (Science, Technology, Engineering, and Mathematics)
• Experience in support engineering including developing scripts and software