Technical Support Analyst

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. 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