Support Engineer - Digital Frontline Foundational (DFF)

At Qualtrics, we create software the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform—we are the creators and stewards of the Experience Management category serving over 18K clients globally. Building a category takes grit, determination, and a disdain for convention—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers.

When you join one of our teams, you’ll be part of a nimble group that’s empowered to set aggressive goals and move fast to achieve them. Strategic risks are encouraged and complex problems are solved together, by passing the mic and iterating until the best solution comes to light. You won’t have to look to find growth opportunities—ready or not, they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 6,000 people across the globe who think that’s work worth doing.  

Support Engineer - Digital Frontline Foundational (DFF)

 

Why We Have This Role

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.

 

How You’ll Find Success

• 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

 

How You’ll Grow

A Support Engineer at Qualtrics maintains and operates scalable, fast, and robust solutions and solves complex customer issues and business problems. SEs build and design new tools, address customer issues, and optimize and refine our architecture to drive maximum performance and automate manual tasks. SEs work closely with peers, including other engineers, product managers, and U/X, while interfacing directly with internal and external customers. They are responsible for the quality, availability, latency, performance, efficiency, change management, monitoring, emergency response, and capacity planning of their product line and service(s).

 

Things You’ll Do

• 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
• 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

 

What We’re Looking For On Your Resume/CV

• Bachelor’s Degree in STEM related field
• Excellent leadership, verbal, and written communication skills
• Experience troubleshooting and problem solving technical issues
• Good level of curiosity and interest to learn
• A high degree of organization and attention to detail
• Empathy and the desire to ensure the success of others
• Ability to retain composure under stressful conditions, communicate effectively with individuals in different roles at Qualtrics, and get the right things done

 

What You Should Know About This Team

Our team offers the chance to work on high-scale distributed systems that power one of the most business-critical (and fast growing) products at Qualtrics, Digital Frontline Experience. We offer a variety of technical and product challenges across the entirety of the stack - from complex networking solutions to highly-performant front-end applications - and the chance to collaborate closely with a large team of skilled staff engineers as we built out new Digital Experience Analytics (DXA) and Customer Journey Optimization (CJO) capabilities. As an engineer on Digital Frontline, beyond designing, building and operating services and features, we encourage you to understand what our customers need and struggle with, and we both welcome engineer involvement in the product roadmap and we've prioritized multiple engineering-lead product investments in the pa