Principal Analyst, Discover Resolution

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.

 

Principal Analyst, Discover Resolution

 

Why We Have This Role 

We are looking for a customer-oriented, highly technical, highly collaborative individual to join our Resolution team. This team focuses on everything involved in ensuring a great customer experience with our software to optimizations to Customer Hero support. This role also looks for someone who loves collaborating with Engineering and is able to communicate with customers when there is a need. 

 

How You’ll Find Success 

Senior Discover Resolution Analysts are the unequivocal Discover experts at Qualtrics. In this role, you will leverage that product expertise to provide technical solutions to software challenges. You will respond to customer needs in real-time and work closely with our Engineering teams to identify product defects and unblock customers. 

 

How You’ll Grow

You will build and manage relationships with internal stakeholders who are senior leaders of our product, engineering, global operations, and customer success organizations. This unique combination of technical, strategic, and relational experience ensures professional success and growth for Discover Resolution Analysts along product management, software engineering, data analytics and leadership career paths.

 

Things You'll Do

• Run daily scrum meetings for the team and be a senior voice in the room to provide direction and guidance on ongoing issues. Lots of opportunities to display leadership.
• Keep our production environment running optimally for all customers, even as we grow significantly. Lots of monitoring, evaluation, and benchmarking.
• Ensure correct and seamless operation of all integrations and custom workflows. Lots of interaction with our Connectors team, Eng Services team, Voice team and others.
• Debug hard problems that are escalated through our tier 1 support team and guide junior Discover Resolution team members through complex issue resolution. Lots of interaction with Support, Engineering and Services.
• Advocate for our customers in all situations, making sure that we are always thinking about and optimizing their experience. Lots of collaboration with Product Management, Engineering, and many other groups.

 

What We’re Looking For On Your CV

Minimum Qualifications

Here are a few items that are the minimum standard for this role. We’re happy to help build upon areas that may not be your core strength:

• Bachelor’s or Master's degree from a top university in a technical field
• 8+ years of professional experience in a technical role supporting production environments
• Linux and/or Windows experience - must be comfortable with command prompt
• Experience with any of the database technologies like Postgres/SQL a must
• Experience with Elasticsearch a must
• Experience with Kibana and Splunk a must
• You are naturally curious and responsible
• Strong communication skills (verbal, written and interpersonal)
• Familiarity with software and front-end development
• Ability to take on problems and identify the root cause of issues
• Skill and a real passion for operational excellence
• Ability to concurrently manage multiple projects in a dynamic environment
• Comfort working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience

Preferred Qualifications

• Experience with scripting technologies for task automation (E.g. Batch, Python)
• Coding skills (R, Python, VB, Java, CSS, HTML, etc.)

 

What You Should Know About the Dis