Support Engineer - Digital Experience

About the position

Qualtrics is looking to hire a support engineer to support our Digital Frontline Engineering 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.

Responsibilities

• Automate solutions to common issues
• Collaborate with multiple engineering and delivery teams to triage and raise configuration and software issues
• Build and maintain dashboards, monitoring, and alerting in several different systems
• Execute regular maintenance activities including ticket resolution and root cause fixes
• Fine-tune systems to reduce time to detection and time to resolution, conducting operational readiness reviews, and automate continuous operation
• Support service level agreements and build systems to support them
• Collaborate with technical leads and program managers on client communications and drive operational initiatives

Requirements

• 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
• Excellent troubleshooting skills and ability to identify the root cause of issues
• Ability to retain composure under stressful conditions, communicate effectively with a 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

Benefits

• 10% of time on individual engineering growth activities every quarter
• Personalized Career Action Planning
• Experience bonus for an 'Experience' of your choosing
• Competitive salary, performance bonuses, generous savings fund match
• Quarterly Wellness Reimbursement for activities including gym memberships, spa massages, workout equipment, meditation apps, and more
• Participation in QGroup Communities for support, allyship, and advocacy
• Hybrid work model with in-office collaboration three days a week