Enterprise 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 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 6,000 people across the globe who think that’s work worth doing.

Enterprise Product Support Analyst

Why We Have This Role

The Enterprise support team is a team of technical experts responsible for leveraging our technology to solve our top tier customers' most complex problems. While in Enterprise Support you will experience close collaboration with XMSM, TAM, RES and ENG teams on a day to day basis.

The role consists of a mix of reactive and proactive activities. Reactive tasks include troubleshooting issues raised by customers as well as providing hands on keyboard break-fix support. The proactive elements involve delivering short term engagements and guidance to customers that provide them with program assurance and technical support. As part of these engagements it will be your core responsibility to analyze potential risks and provide recommendations that will deliver the most impact.

How You’ll Find Success

• Leverage your technical and consulting skills to deliver high quality, impactful assessments through short-term engagements
• Take client issues from inception to resolution with white-glove care
• Partner with Enterprise Account teams to solve complex issues to drive contract renewal
• Provide rapid break-fix support to aid our clients in the moments that matter
• Expand your product knowledge across both CX and EX products
• Share your expertise with your team to drive fast resolution

How You’ll Grow

A big focus within this team is to build out skills to elevate your own professional development, the client engagements and product knowledge mastery are key to your future. The experience you gain as a member of this team will serve as the foundation for your future success in a wide array of roles such as but not excluded to Technical Account Manager, Solution Engineer, Product Expert, Resolution Analyst, XM Success Manager or Solution Specialist.

Things You’ll Do

Enterprise Support (1-4 months)

• Onboard to core role and handle EPS reactive requests
• Understand new processes and metric expectations within EPS team
• Advance client initiatives by being the secondary point of contact on project level engagements for higher tier clients
• Shadow your senior peers as they perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented

Enterprise Support (5-9 months)

• Continue core role delivery
• Train on break fix support and how to assess risk of a break fix request
• Advance client initiatives by being the primary point of contact on project level engagements for higher tier clients
• Perform targeted reviews that involve analyzing a specific project for potential risk or looking for areas where industry best practices can be implemented
• Present final deliverables highlighting the strengths and areas for improvement

Enterprise Support (10-13 months)

• Continue core role delivery
• Spend time on OKRs to develop gaps in internal processes (across departments where possible) that will improve our customer experience and resolution times
• Onboarding support to new team members and users at a client level
• Metric review and host internal trainings
• Lead break fix support engagements

What We’re Looking For On Your Resume

• Bachelor’s degree from a competitive university
• 3+ years of experience working in a technical, consulting, or client-facing role (years of experience will impact client ownership and scope of responsibilities)
• Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment
• Comfort in working both autonomously and collaboratively
• Ability to articulate technical concepts to a non-technical audience
• Detail-oriented with an ability to prioritize and meet deadlines
• Familiarity with software and front-end development
• An ability to grasp clients’ needs and recommend value-added solutions
• Excellent verbal and written communication skills
• Strong problem-solving skills

What You Should Know About This Team

• Supportive environment with opportunities to work both autonomously and collaboratively
• Fun, inviting, and inclusive team made up of passionate, kind, and smart people
• Customer Obsessed