Senior Specialist, Resolution

Qualtrics XM
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Job Description

The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organizations.

The Resolution Team’s core responsibilities are to triage, resolve, and where needed, escalate, all technical product issues, setting prioritizations for our Engineering and Product organizations while ensuring all customer needs are met. The Resolution team then uses this operational data to aggregate, analyze, and glean insights on our customers’ experience with our software to inform the product roadmap, ensure the quality of our software, and address acute customer pain through prompt escalation and resolution.

How You’ll Find Success

  • You will become a master of the Qualtrics’ product, dedicated to optimizing our customers’ experience with our software and resolving our most technical issues.
  • You will become a strategic point of contact for all technical customer teams (Quni, Enterprise Support, Product Expert, Technical Account Managers, Implementations, and more), developing strong organizational and communication skills.
  • Be heavily involved in every stage of the product cycle, from ideation of new products and features, to pre-launch quality assurance, to owning continued feedback mechanisms post launch.
  • Unblock top priority issues to ensure our software addresses the experience management (XM) needs for all customers, from researchers to Fortune 500 companies.
  • Leverage your product expertise to provide technical solutions to software challenges and ensure the strategic roadmap for our product reflects the voice of our customers.
  • You will cultivate relationships with internal stakeholders who are senior leaders of our product, engineering, customer operations, and XM success organizations.

How You’ll Grow

  • Stakeholder management, strategic prioritization, product knowledge, and technical skill mastery are keys on your path to success and career development in this role.
  • This role will present opportunities to mentor junior colleagues, lead out on strategic team or department wide initiatives, and continuously uplevel how we service our customers.
  • The Resolution team offers many paths for rapid career development, from growth within the team to accelerating a career in Product Management, Engineering, UX research, Security Operations, Data Science, Program Management, and more!

Things You’ll Do

Resolution Analysis

  • Investigate technical incidents affecting customers’ experience with the software, as escalated by our frontline teams (Quni, TSS, EPS, PE, TAM, Delivery, etc)
  • Collaborate with customer-facing leaders to understand customer program impact to assist with Engineering bug prioritization
  • Leverage industry-leading technology to deeply and effectively troubleshoot and resolve customer issues before Engineering
  • Partner with engineering leaders to deploy solutions into the product
  • Serve as the Customer Operations on-call, coordinating with Engineering on communication in customer outages, owning updates to our Qualtrics status page.
  • Assist with creation and circulation of ‘Customer Incident Reports’ in collaboration with PXE leadership following platform outages

Product Analysis

  • Develop and maintain database systems to capture meaningful data on our customers’ experiences with our software
  • Conduct rigorous analysis of voice of customer data to glean insights on customer pain points and desires to inform the product roadmap
  • Interact regularly with product management and engineering leaders to present analysis and proposed product and feature updates

Technical Analysis

  • Enhance product operations through analysis of operational and experience data
  • Build automated processes to enhance efficiency and minimize error
  • Create data visualizations and dashboards for operational management

What We’re Looking For On Your Resume

Minimum Requirements

  • Bachelor’s or Master's degree from a top university
  • At least 1 year of professional experience in a technical role
  • Familiarity with software and front-end development
  • Coding skills (R, Python, VB, Java, CSS, HTML, etc.)
  • Ability to take on problems and identify the root cause of issues
  • Skill and a real passion for operational excellence
  • Ability to concurrently manage multiple projects in a dynamic environment
  • Comfort 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
  • Excellent verbal and written communication skills

Our Team’s Favorite Perks and Benefits

  • On top of our benefits (Healthcare, Pension, Bike to work, Travel tax, Wellness bonus etc.), we are offering an exciting ‘Experience Bonus’ after a year of service. The purpose is to fund a dream you’ve always dreamt of! it could be from attending a sporting event or concert or visiting somewhere exotic or staying at a 5 star hotel!
  • A comprehensive package consisting of base and bonus.

Company Info.

Qualtrics XM

Qualtrics Experience Management (XM) is the only software platform that helps brands continually assess the quality of their four core experiences—customers, employees, products, and brands. With Qualtrics XM, organizations can be at every meaningful touchpoint, for every experience, and predict which changes will resonate most with stakeholders.

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