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SUPPORT ENGINEER

Qualtrics


SUPPORT ENGINEER

Onsite
Krakow, Poland
Krakow, Poland

Sign In To Apply I'm Interested
Qualtrics
Main Location
Provo, UT, United States
Jobs
48





JOB DETAILS

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
microphone 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.

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.

#Krakow




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