The Software Support Engineer II is responsible for diagnosing customer issues, analyzing application logs, implementing fixes, and collaborating with support and engineering teams to enhance product reliability and user satisfaction.
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 II
Why We Have This Role
Our team is a collection of extremely passionate engineers who are riding the cutting edge of cloud computing and web scalability. We organize and sort terabytes of data and develop solutions used by millions of users every day. We design tools that make sophisticated research simple. Our teams are empowered to choose technologies that are best to solve each problem. In our collaborative culture, you find plenty of opportunities to impact our full-stack product; from Web & mobile UI to data visualization & analysis to microservices APIs to data storage & processing.
How You’ll Find Success
- You turn unclear customer problems into clear steps to test and fix, without needing much direction.
- You take initiative: you ask for the outcome, gather the context from logs, metrics, and code, and then get it done.
- You communicate early and often, set expectations, and help others make good choices with simple, fact-based updates.
- You don’t just fix issues - you stop them from happening again by spotting patterns, suggesting solid fixes, and adding alerts and runbooks.
- You are hands-on with code (Java/Node/Go), SQL, and system data to find root causes and check your fixes.
- You make the team faster by automating repeat work, improving CI/CD, and building simple tools and reports.
- You work well with Support, Product, and Engineering across time zones, balance urgency with long-term quality, and raise the team’s skills by sharing what you learn and guiding others through hard production problems.
How You’ll Grow
- You’ll grow by tackling high-impact production issues that stretch your debugging, coding, and systems skills.
- You’ll learn new tools and technologies across the stack - from backend services and data pipelines to monitoring and CI/CD - and use them on real problems.
- You’ll take on increasingly complex projects, moving from fixing individual issues to shaping preventative tools, alerts, and reliability practices.
- You’ll broaden your influence by partnering with Support, Product, and Engineering, improving your communication and leadership, and mentoring others as you gain expertise.
Things You’ll Do
- Triage and analyze customer-reported issues across multiple services and product feature areas, investigating both immediate problems and broader patterns or needs beyond single issue scopes.
- Investigate application code and logs to identify root causes, troubleshoot complex issues, and implement fixes or provide detailed information to application engineers.
- Resolve escalated issues from more junior engineers, demonstrating an in-depth understanding of the platform and tools.
- Design, implement, and utilize tools and reports to accelerate issue resolution and improve operational efficiency.
- Cooperate closely with Engineering, Customer Success, Customer Support, and Product Management teams locally and internationally to ensure seamless communication and issue tracking.
- Identify and monitor trends in application quality and performance, implementing alerts and proactive measures to safeguard key business metrics.
- Operationalize services and product features with minimal oversight, creating sustainable processes that enable other teams to manage ongoing tasks effectively.
- Serve as a mentor and knowledge resource by teaching and guiding junior team members to build overall team capabilities.
What We’re Looking For On Your Resume
- 2-5 years of experience in similar role
- Ability to read code (like Java, Node, Go)
- Ability to read application logs
- Familiarity with one of the scripting languages (Bash, Python, Perl or other)
- Ability to write SQL queries and execute common DB operations (extracts, mass delete etc)
- Experience in diagnosing customer production issues
- Experience building and/or managing software deployment pipelines (CI/CD)
- Excellent English communication skills, written and spoken
- Analytical thinking
- Proactive approach to issues and trends
What You Should Know About This Team
- With millions of responses per day and a goal to grow their data platform 10x over the next year, the Qualtrics engineers are tackling interesting challenges across the stack.
- As a team we'll build the next industry-leading XM Platform - helping every business to become more customer-centric.
- We will not only shape our product, but improve the direction of the companies that use our platform through our choices. Come help us change the world!
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 Forma.
- 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 50% 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
Ci/Cd
Go
Java
Node.js
Python
SQL
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