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The Role
The Software Support Engineer I role involves troubleshooting customer issues, collaborating with teams, improving service reliability, and building skills in coding and cloud systems.
Summary Generated by Built In
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.
Software Support Engineer I
Why We Have This Role
We’re building tools that make sophisticated research simple and accessible — products that help millions of users every day. As a Software Support Engineer I, you’ll play a key role in making sure our customers get the most out of our platform by solving tough problems and improving the reliability of our services. You'll work closely with Customer Support, Product, and Engineering, turning user issues into actionable solutions that contribute to the ongoing growth of our XM (Experience Management) Platform. If you’re driven by curiosity and want to learn how cloud-scale systems really work, you’ll thrive here.
How You’ll Find Success
- You break down customer issues into clear, testable steps and work methodically through them.
- You’re proactive: you look for trends, bring up recurring issues, and suggest improvements without waiting to be asked.
- You communicate clearly with team members across different functions and time zones.
- You follow through: when you say you’ll own an issue, you see it through to resolution.
- You use data, logs, and code to discover root causes — not just surface-level symptoms.
- You learn from mistakes, contributing to better runbooks, alerts, and process improvements.
- You enjoy helping others by sharing what you’ve learned and collaborating to solve hard problems.
How You’ll Grow
- You’ll strengthen your technical troubleshooting and coding skills by working on impactful, real-world support cases.
- You’ll learn to navigate and understand complex distributed systems at scale.
- You’ll collaborate with experienced engineers in multiple countries and disciplines, building your communication and teamwork muscles.
- You’ll gain exposure to modern CI/CD processes, monitoring, and cloud infrastructure.
- As you build expertise, you’ll have opportunities to take ownership of project areas and mentor junior teammates.
Things You’ll Do
- Triage and analyze customer-reported issues by reviewing logs, metrics, and application behavior.
- Investigate and resolve production incidents to restore service and prevent recurrence.
- Build, maintain, and use tools/reports that accelerate issue resolution and surface important system trends.
- Collaborate closely with Engineering, Customer Support, and Product Management to ensure high-quality fixes and smooth communication.
- Monitor application quality and performance, implementing or updating alerts and documentation/runbooks where needed.
- Identify and suggest improvements to processes and systems that reduce repeat issues and improve product reliability.
What We’re Looking For On Your Resume
- Ability to read code in languages such as Java, Node, or Go.
- Comfort reading application logs and tracing issues through system data.
- Familiarity with a scripting language (Bash, Python, Perl, etc.).
- Capability to write SQL queries and perform basic DB operations (extracts, deletes, etc.).
- Some experience diagnosing customer production (not just dev) issues — school projects or internships are great, too!
- Interest or experience with CI/CD pipelines and/or release automation.
- Strong written and verbal English communication skills.
- Analytical mindset with a proactive approach to troubleshooting and learning.
What You Should Know About This Team
- We collaborate across time zones and disciplines, sharing knowledge and growing quickly together.
- Our work directly impacts millions of users and many of the world’s best-known companies.
- We support each other to experiment, learn, and adopt new tools and technologies.
- Career growth is a team priority — you’ll have access to mentorship, learning sessions, and visible opportunities.
- We’re passionate about both the quality of our platform and the experiences of our customers.
Our Team’s Favorite Perks and Benefits
- Annual Leave: 20 or 26 annual leave days per annum plus an additional day for each year of service (to a max of 5).
- Private Medical Insurance- Luxmed health & dental cover for you and your dependants.
- Commuter Assistance- Up to the value of 80 PLN net a month for public transport.
- Savings Plan- Two company saving plans provided by Nationale Nederlanden: Employee Capital Plan (PPK) & Employee Saving Plan (PPO).
- QED PROGRAM- Qualtrics Engineer Development (QED) program: support, engineering learning activities up to 10% of engineering work time each quarter.
- Wellness- Up to the value of 800PLN gross per quarter can be reimbursed for a variety of wellness activities via our dedicated platform Twic.
- A choice of Multispot cards available.
- Our employee assistance program with Unum provides counselling and wellbeing support to all employees.
- Experience bonus- 7000 PLN gross per annum. Qualtrics experience bonus is a program designed to provide experiences to our employees they might not otherwise have.
- Group Life & Income Protection Insurance.
- Glasses/Contact lenses Reimbursement.
- Free breakfasts, lunches, snacks, and drinks for everyone in the office.
- Tax-deductible expenses (up to 75% depending on role).
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.
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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Top Skills
Bash
Go
Java
Node.js
Perl
Python
SQL
What the Team is Saying
Saloni
Software Engineer
Alexia
Software Engineer
Kate
Product Marketing Manager, Frontline CX Product Portfolio
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The Company
What We Do
Qualtrics is trusted by thousands of the world’s best organizations to power exceptional customer and employee experiences that build deep human connections, increase customer loyalty, boost employee engagement, and drive business success. Our advanced AI and specialized Experience Agents™ allow businesses and governments to proactively interact with customers and employees in personalized ways across every channel and touchpoint, respond in-the-moment to fix or improve experiences, and stay across the latest market trends and opportunities.
Our vision, as an organization, is to improve the human experience.
Why Work With Us
We're a place where strategic risks are encouraged & complex problems get solved together. Where nimble teams are empowered to set aggressive goals & move fast to win. A place that makes you feel safe as your authentic self. Where everyday work results in growth. And, most importantly, where what you do matters. That's why we work at Qualtrics.
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Qualtrics Teams
Engineering
About our Teams
Qualtrics Offices
Hybrid Workspace
Employees engage in a combination of remote and on-site work.
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.
Typical time on-site:
3 days a week
