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.

We believe every interaction is an opportunity. Are we yours?

A Day in the Life:

Reporting Platform is responsible for helping customers understand the data they collect with Qualtrics. To that end we deliver several customer facing products, SDKs and APIs that provide out of box visualization and reporting capabilities that can be extended to develop use case specific reporting experiences. The team ownership includes: Dashboards, Printed Reports, Classic Reports, Results Reports, RSDK, DQ (data visualizations/widgets), PDF exports and more. Vast majority of users experience Qualtrics through reports or dashboards making the Reporting Platform a critical part of our products.

Several teams within the org have a significant support and operational load and are in need of an increased focus on building systems both to improve monitoring and to automate repetitive support work over time in order to increase engineering efficiency and better serve our clients. The support and operational work is currently handled by on-call engineers (SDEs) and team Slack channels. 

As a Support Engineer you will add significant value by bringing focus and dedicated ownership. You will help reduce the distractions and randomization to SDEs caused by support requests. You will also have an opportunity to identify trends in support issues and build administrative tools to significantly reduce the time required to effectively support the product.

Responsibilities: 

• 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
• Maintain service level agreements, and build systems to support it
• Manage the health of a number of distributed specialized server fleets and the software stacks that run on them
• Execute regular maintenance activities for services including outage handling, ticket resolution, root cause fixes, and second-level analysis of maintenance activities
• Review and update runbooks for environment, app management and troubleshooting

Preferred Qualifications:

• Proven ability to troubleshoot and identify the root cause of issues
• Demonstrated skill and passion for operational excellence
• Experience in a 24/7 production environment is a plus
• Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals at Qualtrics, and get the right things done
• Proven ability to understand large systems, drilling down to code level

Expectations for Success:

• Bachelor's degree in a hard science, Information Systems or related field 
• Solid understanding of the UNIX/Linux operating system
• Demonstrated software development/technical operations experience
• A high degree of organization
• Excellent leadership, verbal, and written communication skills