Technical Support Analyst

At Qualtrics we create software the worlds best brands use to deliver exceptional frontline experiences build high-performing teams and design products people love. But we are more than a platformwe 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 conventionbut 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 youll be part of a nimble group thats 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 wont have to look to find growth opportunitiesready or not theyll find you. From retail to government to healthcare were on a mission to bring humanity connection and empathy back to business. Join over 5000 people across the globe who think thats work worth doing.

Technical Support Analyst

Why We Have This Role

As a Technical Support Analyst you will serve as the frontline face and problem-solver for our technical support operations. You will be responsible for providing high-quality timely support to clients and internal teams by diagnosing technical inquiries performing basic troubleshooting and triaging system issues. Working directly alongside Implementation Customer Success and Product teams you will ensure platform stability and continuous client satisfaction. If you are detail-oriented eager to expand your technical skills and love solving technical puzzles in a fast-paced environment this role offers a direct path to driving real impact.

How Youll Find Success

• Methodical Troubleshooting: Approaches basic technical issuessuch as system access configuration and data flowwith an organized analytical mindset.

• Effective Triage & Escalation: Conducts solid initial analysis on integrations APIs EMR and FTP knowing precisely when and how to escalate to higher-tier support.

• Clear Technical Communication: Translates technical concepts clearly and professionally to both clients and internal stakeholders.

• Continuous Learner: Eagerly expands working knowledge of SQL APIs JSON and technical systems to resolve issues faster.

• Cross-Functional Collaboration: Partners seamlessly with Implementation Success and Product teams to ensure smooth handoffs and ticket resolution.

How Youll Grow

• Develop hands-on technical expertise in SaaS platforms basic querying and system integration diagnostic tools.

• Build a foundational understanding of product architecture APIs EMR and data flow pipelines.

• Advance your career along a technical support or engineering track through exposure to complex tier-two escalations and product teams.

• Gain mastery over structured support workflows ticketing systems and operational incident tracking.

Things Youll Do

• Drive Frontline Support: Serve as the primary point of contact for incoming technical requests delivering a positive and efficient resolution experience.

• Maintain Platform Stability: Perform routine system checks and basic validation activities to help ensure optimal platform performance across environments.

• Troubleshoot & Document: Diagnose access and configuration issues while accurately logging and tracking tickets according to established procedures.

• Collaborate on Issue Handoffs: Partner with Implementation and Customer Success teams to ensure seamless transition and quick resolution of client issues.

• Build Knowledge Resources: Maintain up-to-date documentation on common platform issues step-by-step solutions and FAQs.

What Were Looking For On Your Resume

• 12 years of experience in technical support helpdesk or customer support role (SaaS platform experience preferred).

• Basic working knowledge of SQL APIs JSON Unix/Linux and Excel for data reading and simple querying.

• Demonstrated experience using ticketing systems and structured support workflows.

• Bachelors degree in Information Technology Business Operations or equivalent practical experience.

• Strong track record of effective written and verbal communication skills with diverse stakeholders.

What You Should Know About This Team

• Collaborative Support Network: We work together closely with global cross-functional teams to solve issues efficiently.

• Customer-Centric Mindset: We prioritize quality resolutions and platform reliability above all else.

• Structured & Clear Processes: We rely on well-documented workflows while encouraging continuous learning and process improvements.

• Growth-Oriented Culture: We actively foster technical skill development and internal career progression.

Our Teams Favorite Perks and Benefits

• Comprehensive Health & Wellness: Premium medical dental and vision packages for you and your dependents.

• Continuous Skill Development: Dedicated time and resources for technical learning certifications and hands-on skill development.

• Paid Time Off & Work-Life Balance: Generous paid vacation sick time and paid company holidays.

• 401(k) & Financial Planning: Company-matched retirement contribution plans to support your long-term financial goals.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week work where you want owning the integration of work and life. #hybrid

Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability status as a protected veteran or any other protected characteristic.

Applicants in the United States of America have rights under Federal Employment Laws: Family & Medical Leave Act Equal Opportunity Employment Employee Polygraph Protection Act

Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process to perform essential job functions and/or to receive other benefits and privileges of employment please let your Qualtrics contact/recruiter know.

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Required Experience:

IC