Support Engineer
Job title
Support Engineer
Business Stream:
Qualtrics


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Qualtrics is the technology platform that organizations use to collect, manage, and act on experience data, also called X-dataTM. The Qualtrics XM PlatformTM is a system of action, used by teams, departments, and entire organizations to manage the four core experiences of business—customer, product, employee and brand—on one platform. Over 9,000 enterprises worldwide, including more than 75 percent of the Fortune 100 and 99 of the top 100 U.S. business schools, rely on Qualtrics to consistently build products that people love, create more loyal customers, develop a phenomenal employee culture, and build iconic brands. Qualtrics was recently acquired by SAP, and together we will accelerate XM and power the experience economy. Join us on this adventure that can open many doors! If you’re searching for a company that’s dedicated to your ideas and growth, recognizes your unique contribution, fills you with purpose, and provides a fun, flexible and inclusive work environment – apply now!

Our team is a collection of extremely passionate engineers who are riding the cutting edge of cloud computing and web scalability. We organize and sort terabytes of data and develop solutions used by millions of users every day. We design tools that make sophisticated research simple. Our environment is primarily Java, Scala, JavaScript, Go, AngularJS, Node.js, Galera, NoSQL, AWS, Python, PHP, and Docker. In our collaborative culture, you find plenty of opportunities to impact our full-stack product; from Web & mobile UI to data visualization & analysis to microservices APIs to data storage & processing.

As a Support Engineer at Qualtrics, you will be working with customer support as a part of 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, Javascript, PHP)
  • ability to read application logs
  • familiarity with one of the scripting languages (Bash, Python, Perl or other)
  • ability to write SQL queries and create reports
  • experience in diagnosing customer production issues
  • 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

What differentiates us from other companies:

  • Each team has freedom on choosing the stack on each project, allowing engineers to experiment and learn new, up and coming technologies
  • On top of standard benefits package (medical, life insurance, MyBenefit, etc) we provide snacks, drinks and free lunches in our office
  • We take pride in our office design aiming at cultivating creativity rather than being planned to fit in as many people as possible. It’s open and collaborative work space

Apply now