Technical Support Analyst

Qualtrics • Provo, UT

5d • Hybrid

About The Position

At Qualtrics, the Technical Support Analyst serves as a frontline point of contact and problem-solver for technical support operations. The role provides timely, high-quality support to clients and internal teams by diagnosing technical inquiries, performing basic troubleshooting, and triaging system issues. The analyst works with Implementation, Customer Success, and Product teams to support platform stability and client satisfaction.

The role focuses on resolving access and configuration issues, conducting initial analysis of integrations and data flow, documenting and tracking tickets, and escalating issues when appropriate. It also involves routine system checks, maintaining support documentation, and building technical expertise in SaaS platforms, querying, APIs, and system integrations. The position offers exposure to tier-two escalations and product teams, with opportunities to progress along technical support or engineering career paths.

Qualtrics uses a hybrid work model: employees work in the office three days a week—Mondays, Thursdays, and one additional day selected by their organizational leader—and may work from wherever 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 data reading and simple querying.
• Demonstrated 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.

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 analysis and triage of technical issues involving integrations, APIs, EMR, and FTP, escalating issues when appropriate.
• Partner with Implementation and Customer Success teams to support seamless handoffs and timely issue resolution.
• Work with Product and other internal teams to support platform stability and resolve client issues.
• Maintain current documentation on 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.
• Generous paid vacation and sick time.
• Paid company holidays.
• Company-matched retirement contribution plans.
• Hybrid work model with three office days per week and location flexibility for the rest of the week.

What This Job Offers

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