Provides frontline technical support for SaaS platform users by diagnosing access, configuration, integration, API, EMR, and FTP issues. Responsibilities include troubleshooting, ticket documentation, system validation, escalation, cross-functional collaboration, and maintaining knowledge resources. The role requires clear communication, structured support workflows, and basic technical knowledge of SQL, APIs, JSON, Unix/Linux, and Excel.
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 5,000 people across the globe who think that’s work worth doing.
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 5,000 people across the globe who think that’s 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 You’ll Find Success
- Methodical Troubleshooting: Approaches basic technical issues—such as system access, configuration, and data flow—with 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 You’ll 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 You’ll 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 We’re Looking For On Your Resume
- 1–2 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.
- Bachelor’s 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 Team’s 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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For full-time positions, this pay range is for base per year; however, base pay offered within this range may vary depending on location, job-related knowledge, education, skills, and experience. A sign-on bonus and restricted stock units may be included in an employment offer. Full-time employees are eligible for medical, dental, vision, life and disability, 401(k) with match, paid time off, a wellness reimbursement, and mental health benefits. For a detailed look at our benefits, visit Qualtrics US Benefits.
Illinois Base Annual Pay Transparency Range
$66,000—$80,000 USD
Qualtrics New York, New York, USA Office
10 Hudson Yards, 347 10th Ave, New York, NY, United States, 10001
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