Technical Support Analyst

Qualtrics • Chicago, IL

15h • $66,000 - $80,000 • Hybrid

About The Position

The Technical Support Analyst serves as the frontline face and problem-solver for technical support operations, providing timely, high-quality support to clients and internal teams. The role diagnoses technical inquiries, performs basic troubleshooting, and triages system issues while working alongside Implementation, Customer Success, and Product teams to support platform stability and client satisfaction.

The position focuses on resolving access, configuration, and data-flow issues; performing routine system checks and basic validation; and documenting and tracking support tickets. The analyst also helps maintain resources on common platform issues and solutions, and develops technical expertise in SaaS platforms, querying, integrations, APIs, EMR, and data-flow pipelines. The role offers exposure to tier-two escalations and potential career development along technical support or engineering paths.

The role follows Qualtrics’ hybrid work model: employees work in the office three days per week—Mondays and Thursdays, plus one day selected by their organizational leader—and may work where they want for the rest of the week.

Requirements

• 1–2 years of experience in technical support, helpdesk, or customer support; SaaS platform experience is preferred.
• Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for reading data and performing simple queries.
• Experience using ticketing systems and structured support workflows.
• Bachelor’s degree in Information Technology, Business, or Operations, or equivalent practical experience.
• Strong written and verbal communication skills with diverse stakeholders.
• Organized, analytical approach to troubleshooting basic technical issues involving system access, configuration, and data flow.
• Ability to work collaboratively with cross-functional teams and recognize when to escalate issues.

Nice To Haves

• SaaS platform experience.

Responsibilities

• Serve as the primary point of contact for incoming technical requests and provide a positive, efficient resolution experience.
• Perform routine system checks and basic validation activities to help ensure platform performance across environments.
• Diagnose access and configuration issues and accurately log and track tickets according to established procedures.
• Conduct initial triage of issues involving integrations, APIs, EMR, and FTP, and escalate issues to higher-tier support when appropriate.
• Partner with Implementation and Customer Success teams on issue handoffs and resolution, and collaborate with Product and other internal teams.
• Maintain documentation on common platform issues, step-by-step solutions, and FAQs.
• Communicate technical concepts clearly and professionally to clients and internal stakeholders.

Benefits

• Medical, dental, and vision coverage for employees and dependents.
• Dedicated time and resources for technical learning, certifications, and hands-on skill development.
• Paid vacation, sick time, and company holidays.
• Company-matched 401(k) retirement contributions.
• Wellness reimbursement.
• Mental health benefits.
• Life and disability coverage.
• A sign-on bonus and restricted stock units may be included in an employment offer.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level