Software Support Engineer II, Unified Orchestration - Reston

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 Engineer II, Unified Orchestration - Reston 

Why We Have This Role

The Unified Orchestration team of the Qualtrics Enrichment organization supports Text Enrichment across a variety of Qualtrics experience management products. Our services ingest, store, process, and enrich customer data at scale. We design systems for high availability, high throughput, data consistency and security. The orchestration pipelines we have built enable customer, employee, brand and product experience teams to rapidly develop data-driven workflows and tools to help our customers manage their businesses.

How You’ll Find Success

• We aspire to be the best engineering organization within Qualtrics. Consequently, we focus on extending the platform by facilitating the specialization and personal growth of our engineers
• Qualtrics wants to dominate the experience management space so we welcome individuals who are interested in envisioning the future and anticipating customer needs that don’t exist yet
• Proven ability to work well in teams - partnering with managers, cross-functional teams, and teammates
• We expect our senior contributors to identify hidden problems, to exhibit a healthy intellectual and engineering curiosity, and to continuously question if there isn’t a better way. Time spent on the data platform occurs in dog years. You will grow rapidly.

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 and tools 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.
• Challenged to deal with high impact services, with high scale and reliability requirements.
• Benefit from working with other engineers organization, tech-ops, and product managers to leave your mark beyond your team
• Develop a broader understanding of the interactions between systems in areas such as caching, routing, queue management, and event driven systems.
• Learn to implement new functionality from provided requirements and specifications.
• Benefit from working with other engineers, tech-ops, and product managers.
• 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, 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 
• Provide support to other Qualtrics engineers developing on Data Platform

What We’re Looking For On Your Resume

• Bachelor's degree in a hard science or Information Systems
• Proven ability to troubleshoot and identify the root cause of issues
• Demonstrated software development/technical operations experience
• A high degree of organization
• Customer facing support experience
• Excellent leadership, verbal, and written communication skills
• 2+ years of experience

Preferred Qualifications:

• Solid understanding of the UNIX/Linux operating systemDemonstrated 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

• When working on Unified Enrichments, collaboration is essential. You will get the opportunity to work with other teams, and projects on a regular basis.
• The scale of the problems we are solving means your impact will scale as well. You will have the opportunity to make big impacts on performance, cost, and reliability.
• The need to scale means ample opportunities to learn about new and upcoming technologies to meet growing customer needs.

Our Team’s Favorite Perks and Benefits

• Fun and collaborative office environment with in office amenities, food, drinks, outdoor 9th floor terrace, and of course, ping-pong!
• Quarterly team offsites, giving developers a chance to interact with each other outside of the office and build camaraderie.
• Education budget you can flexibly spend on topics that interest you.
• Wellness budget to ensure you are taking care of yourselves and prioritizing your health.
• An annual Experience budget designed to provide fun experiences they might not otherwise have.

The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays, Tuesdays, and Thursdays. 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.

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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