Technical Support Analyst

Qualtrics • Chicago, IL

11d • Hybrid

About The Position

As a Technical Support Analyst, you will be the frontline face and problem-solver for technical support operations. You will provide timely, high-quality support to clients and internal teams by diagnosing technical inquiries, performing basic troubleshooting, and triaging system issues. Working with Implementation, Customer Success, and Product teams, you will help maintain platform stability and client satisfaction.

The role involves resolving basic technical issues related to system access, configuration, and data flow; conducting initial analysis of integrations, APIs, EMR, and FTP; communicating technical information clearly; and escalating issues when appropriate. You will develop hands-on expertise in SaaS platforms, basic querying, system integration diagnostic tools, product architecture, APIs, EMR, data flow pipelines, support workflows, ticketing systems, and incident tracking. The position offers exposure to tier-two escalations and product teams, supporting career growth along a technical support or engineering track.

The team works collaboratively with global, cross-functional colleagues, prioritizes quality resolutions and platform reliability, follows documented workflows, and encourages continuous learning and process improvement. Qualtrics uses a hybrid work model: employees work in the office three days each week—Mondays, Thursdays, and one additional day selected by their organizational leader—and work from a location of their choice for the rest of the week.

Requirements

• 1–2 years of experience in technical support, helpdesk, or a customer support role.
• Basic working knowledge of SQL, APIs, JSON, Unix/Linux, and Excel for reading data and simple querying.
• 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 basic troubleshooting and ability to communicate technical concepts clearly.

Nice To Haves

• SaaS platform experience.
• Eagerness to expand working knowledge of SQL, APIs, JSON, and technical systems.
• Interest in developing technical skills and progressing in technical support or engineering.

Responsibilities

• Serve as the primary point of contact for incoming technical requests and provide an efficient resolution experience.
• Perform routine system checks and basic validation activities to help maintain platform performance across environments.
• Diagnose access and configuration issues and accurately log and track tickets according to established procedures.
• Conduct initial analysis and triage of integrations, APIs, EMR, and FTP issues, escalating to higher-tier support when appropriate.
• Partner with Implementation and Customer Success teams to ensure seamless handoffs and timely resolution of client issues.
• Collaborate with Product and other internal teams on support issues.
• Maintain up-to-date documentation covering common platform issues, step-by-step solutions, and FAQs.

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 plan.
• Wellness reimbursement.
• Mental health benefits.
• Life and disability benefits.
• 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