Job Information
Qualtrics Senior Specialist, Resolution in Dublin, Ireland
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 6,000 people across the globe who think that’s work worth doing.
Senior Specialist, Resolution
Why We Have This Role
The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organisations.
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 organisations while ensuring all customer needs are met. The Resolution team then uses this operational data to aggregate, analyse, 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 organisational 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 organisations.
How You’ll Grow
Stakeholder management, strategic prioritisation, 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 prioritisation
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 visualisations 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 prioritise and meet deadlines
Excellent verbal and written communication skills
What you should know about this team
The Resolution Team is at the epicenter of Qualtrics’ product operations, positioned between our engineering, product management, operations, and customer-facing organisations.
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 organisations while ensuring all customer needs are met. The Resolution team then uses this operational data to aggregate, analyse, 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.
Our Team’s Favourite 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 and lots of other perks and benefits.
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 organisational 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. Individuals seeking employment at Qualtrics are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.
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