Software Support Engineer Ii- Paas

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 5,000 people across the globe who think that’s work worth doing.

**Support Software Engineer II - PaaS**

**Why We Have This Role**

Reporting Platform is responsible for helping customers understand the data they collect with Qualtrics. Several teams within the org have a significant support and operational load and are in need of an increased focus on building systems both to improve monitoring and to automate repetitive support work over time in order to increase engineering efficiency and better serve our clients. The support and operational work is currently handled by on-call engineers (SDEs) and team Slack channels. As a Support Engineer you will add significant value by bringing focus and dedicated ownership. You will help reduce the distractions and randomization to SDEs caused by support requests. You will also have an opportunity to identify trends in support issues and build administrative tools to significantly reduce the time required to effectively support the product.

**How You’ll Find Success**
- Takes initiative and shows scrappiness in getting things done
- Proven ability to work well in teams - partnering with managers, cross-functional teams, and teammates
- Takes analytical mindset to approach problems and find solutions
- Shows desire to learn new skills and grow in the role
- Ability to create trust in customers and teams through thorough communication

**How You’ll Grow**
- As a Software Support Engineer at Qualtrics, you will build simple solutions to solve hard customer use cases or engineering scalability problems. You will design systems in an agile environment to withstand hyper growth and own quality from end to end. This level of ownership is a rewarding challenge and one of the reasons Qualtrics is such an exciting place to work.
- Become a master at building scalable, fast, robust and simple SaaS solutions that have broad company impact.
- Benefit from working with other engineers organization, tech-ops, and product managers to leave your mark beyond your team
- Transform your ability of creating technical vision roadmap for the organization without limiting to your team
- Learn Agile methodologies by attending daily stand-up meetings, prioritizing tasks, and working with a sense of urgency to meet a scheduled plan to deliver value to our customers

**Things You’ll Do**
- Work on operations and maintenance-driven coding projects to reduce manual operations work
- Build systems to audit and measure reliability of services
- Fine tune services to reduce latency, conduct operational readiness reviews and automate continuous delivery of software changes
- Maintain service level agreements, and build systems to support it
- Manage the health of a number of distributed specialized server fleets and the software stacks that run on them
- Execute regular maintenance activities for services including outage handling, ticket resolution, root cause fixes, and second-level analysis of maintenance activities
- Review and update run books for environment, app management and troubleshooting
- Keep our systems up-to-date working through vulnerabilities

**What We’re Looking For On Your Resume**
- Bachelor's degree in a hard science or Information Systems
- Solid understanding of the UNIX/Linux operating system
- Demonstrated software development/technical operations experience
- A high degree of organization
- Excellent leadership, verbal, and written communication skills

Preferred Qualifications:

- Proven 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
- Proven ability to understand large systems, drilling down to code level

**What You Should Know About This Team**
- Reporting Platform is responsible for helping customer