Support Engineer - Digital Frontline Foundational (DFF)
Support Engineer - Digital Frontline Foundational (DFF)
Why We Have This Role
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.
How You’ll Find Success
- 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
How You’ll Grow
A Support Engineer at Qualtrics maintains and operates scalable, fast, and robust solutions and solves complex customer issues and business problems. SEs build and design new tools, address customer issues, and optimize and refine our architecture to drive maximum performance and automate manual tasks. SEs work closely with peers, including other engineers, product managers, and U/X, while interfacing directly with internal and external customers. They are responsible for the quality, availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their product line and service(s).
Things You’ll Do
- Triage and analyze 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
What We’re Looking For On Your Resume/CV
- Bachelor’s Degree in STEM related field
- Excellent leadership, verbal, and written communication skills
- Experience troubleshooting and problem solving technical issues
- Good level of curiosity and interest to learn
- A high degree of organization and attention to detail
- Empathy and the desire to ensure the success of others
- Ability to retain composure under stressful conditions, communicate effectively with individuals in different roles at Qualtrics, and get the right things done
What You Should Know About This Team
Our team offers the chance to work on high-scale distributed systems that power one of the most business-critical (and fast growing) products at Qualtrics, Digital Frontline Experience. We offer a variety of technical and product challenges across the entirety of the stack - from complex networking solutions to highly-performant front-end applications - and the chance to collaborate closely with a large team of skilled staff engineers as we built out new Digital Experience Analytics (DXA) and Customer Journey Optimization (CJO) capabilities. As an engineer on Digital Frontline, beyond designing, building and operating services and features, we encourage you to understand what our customers need and struggle with, and we both welcome engineer involvement in the product roadmap and we've prioritized multiple engineering-lead product investments in the past.
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
- Provo employees benefit from free parking and bike storage, weekday catered lunches, and a robust fitness center.
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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