Technical Support Analyst

Qualtrics • Provo, UT

19h • Hybrid

About The Position

The Technical Support Analyst serves as the frontline contact 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 with Implementation, Customer Success, and Product teams to support platform stability and client satisfaction.

The position focuses on access, configuration, and data-flow issues; initial analysis of integrations, APIs, EMR, and FTP; ticket tracking and documentation; and clear communication with clients and internal stakeholders. It also supports routine system checks, platform validation, and maintenance of knowledge resources. The role offers opportunities to build technical expertise in SaaS platforms, SQL, APIs, system integrations, product architecture, data pipelines, ticketing systems, and operational incident tracking, with potential progression along a technical support or engineering track.

The role follows Qualtrics’ hybrid work model: employees work in the office three days per week—Mondays and Thursdays, plus one day chosen by the 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.
• Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for data reading and simple querying.
• Experience using ticketing systems and structured support workflows.
• Bachelor’s degree in Information Technology, Business, or Operations, or equivalent practical experience.
• Effective written and verbal communication skills with diverse stakeholders.

Nice To Haves

• Experience with a SaaS platform.
• Interest in developing technical skills in SQL, APIs, JSON, and technical systems.

Responsibilities

• Serve as the primary point of contact for incoming technical requests and deliver a positive, efficient resolution experience.
• Perform routine system checks and basic validation activities to help ensure optimal 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 to higher-tier support when appropriate.
• Partner with Implementation and Customer Success teams to support seamless handoffs and timely issue resolution.
• Communicate technical concepts clearly and professionally to clients and internal stakeholders.
• Maintain current documentation covering common platform issues, step-by-step solutions, and FAQs.

Benefits

• Premium medical, dental, and vision packages 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 retirement contribution plans.
• Hybrid work model with three office days per week and flexibility to work where desired for the rest of the week.

What This Job Offers

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