Support Engineer - Customer Experience (CX)

Seattle, WA, United States

**Support Engineer - Customer Experience (CX)**

Seattle, Washington, United States Category Engineering JOB 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 cant 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.

****The Team****

The Customer Experience Foundational (CXF) teams at Qualtrics makes running customer experience programs a cinch for our customers. We own a large swath of products and functionality that help customers get their CX programs up and running, and derive quick, advanced statistics-based insights from the data collected.

We are looking for a Support Engineer and leader who is looking to build, maintain and support innovative product features and infrastructure improvements that make a real felt impact on the business. You will be working across layers, including web front ends, message queues, automated backend jobs, middle-tier services, DevOps, file system and relational and NoSql databases.

****Job Responsibilities****

* Implement delicate infrastructure changes, such as spinning up a new DC, or migrating traffic out of a legacy system...without adverse customer impact

* Drive operational excellence by investigating production issues, driving root cause analysis and follow-up actions for mitigation

* Improve performance, availability, reliability, scale, throughput and latency

* Support and address customer pain by triaging and fixing pulses, identifying and improving documentation, and reducing onboarding friction.

****Qualifications****

* Coding experience with any programming language (Prefer experience in TypeScript/JavaScript)

* Knowledge of or experience with web infrastructure

* Knowledge of or experience with software engineering best practices (e.g. unit testing, code reviews, design, continuous delivery, git, test automation and builddeploy systems)

* Ability to work in a fast-paced and agile development environment and to learn new frameworks/stacks

* Passionate about building products that help customers easily and effectively get their job done

* Enthusiastic person, who communicates effectively and is easy to work with

* Curious and constantly learning on your own and from others

* You get satisfaction from helping others succeed, and you constantly seek ways to improve

* You can identify gaps, propose solutions to important problems, then take it to resolution

****Preferred Qualifications****

* Shown ability to troubleshoot and identify the root cause of issues

* Demonstrated skill and passion for operational excellence

* Experience in a 24/7 production environment is a plus

* Ability to retain composure under stressful conditions, communicate effectively with wide array of individuals at Qualtrics, and get the right things done

* Confirmed ability to understand large systems, drilling down to code level

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