Support Engineer - Identity Services
The Qualtrics XM Platform™ is a system of action that helps businesses to attract customers who stay longer and buy more, to engage and empower employees to do the best work of their lives, to develop breakthrough products people love, and to build a brand people can’t imagine living without.
Joining Qualtrics means becoming part of a team bold enough to chase breakthrough experiences - like building a technology that will be a force for good. A team committed to diversity, equity, and inclusion because of a conviction that every voice holds value, with a vision for representation that matches the world around us and inclusion that far exceeds it. You could belong to a team whose values center on transparency, being all in, having customer obsession, acting as one team, and operating with scrappiness. All so you can do the best work of your career.
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The Identity Services team has a need for building systems to improve monitoring and automate repetitive support work in order to increase engineering efficiency and better serve our clients. This Support Engineer will be a significant value to not only reduce the distractions caused by supporting the platform for other engineers, but also identify trends in support issues and build administrative tooling to significantly reduce the time required to effectively support the product.
Job Responsibilities:
- Triage and analyze customer reported issues
- Investigate application code and application logs to identify root causes
- Implement fixes or provide necessary information to application engineers
- Design and implement tools and reports that will speed up the resolution
- Execute regular maintenance activities for services including outage handling, ticket resolution, root cause fixes, patching, vulnerability remediation and second-level analysis of maintenance activities
- Review and update runbooks for environment, service management and troubleshooting
- Work on operations and maintenance-driven coding projects
- Build systems to audit and measure reliability of services
- Fine tune services to reduce latency, conduct operational readiness reviews and automate continuous delivery of software changes
Skills Required:
- Ability to read code (like Java, Javascript, PHP)
- Ability to read application logs
- Familiarity with scripting languages (Bash, Python)
- Familiarity with UNIX/Linux operating system
- Ability to write SQL queries
- Experience in diagnosing customer production issues
- Excellent English communication skills, written and spoken
- Analytical thinking
- Proactive approach to issues and trends
Qualifications:
- Bachelor’s degree required - STEM (Science, Technology, Engineering, and Mathematics)
- Experience in support engineering including developing scripts and software
- Proven ability to troubleshoot and identify the root cause of issues
- Demonstrated skill and passion for operational excellence