Description
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?
The team
XM Discover provides a deep understanding of customers and employees by evaluating the actual words they use. The industry's leading AI-powered speech and text analytics engine analyzes all feedback and conversations at scale to reveal topics, perception of effort, emotion, empathy, sentiment, reasons for actions, intent and more. Insights from XM Discover are used to build a more holistic experience management (XM) strategy and stronger relationships with employees and customers as a result.
As a member of the XM Discover Platform scrum development team, you will be collaborating with other progressive engineers to bring our software to the next levels of scalability, performance, security, and functionality. This stack processes very large amounts of data using a variety of open-source technologies such as Java, Elastic, Kafka, Spring, Docker, Kubernetes, Postgres, Jenkins, Ansible, and others. In this role there is lots of opportunity for growth - you will start with responsibility for both story-level and epic-level work, and broaden out from there. As with all of our engineering roles, you will have influence on design and implementation and will be able to both mentor and be mentored.
The challenge:
As a Support Engineer at Qualtrics, you will be working with customer support as a part of the engineering team to address issues reported by customers and help them realize the full potential of the system. You will:
- Triage and analyse 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
- Use existing tools and reports
- Cooperate with Engineering, Customer Success, Customer Support and Product Management teams, both locally and internationally
- Identify trends in application quality and performance
- Implement and monitor alerts based on quality and performance trends
Skills required:
- Ability to read code (like Java, Node, Go)
- Ability to read application logs
- Familiarity with one of the scripting languages (Bash, Python, Perl or other)
- Ability to write SQL queries and execute common DB operations (extracts, mass delete etc)
- Experience in diagnosing customer production issues
- Experience building and/or managing software deployment pipelines (CI/CD)
- Excellent English communication skills, written and spoken
- Analytical thinking
- Proactive approach to issues and trends
Experience:
- Bachelor's degree - STEM (Science, Technology, Engineering, and Mathematics)
- Experience in support engineering including developing scripts and software
What differentiates us from other companies:
- Work life integration is deeply important to us - we have frequent office events, team outings, and happy hours.
- We take pride in our offices design aiming at cultivating creativity from our open and collaborative work space.
- On top of the standard benefits package (medical, dental, vision, life insurance, etc) we provide snacks, drinks, and free lunches in our office.
- We believe in sharing Qualtrics success which is part of the compensation for all employees.
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