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In this position, you will develop and supervise global staff for a Business Solutions department responsible for the Financial Crimes solution suite. You will oversee the technical support provided to field engineers, technicians, and customers who are diagnosing, troubleshooting, and repairing software systems/applications. This position supervises technical support engineers that respond to situations where standard procedures have failed to isolate or fix problems in malfunctioning systems or software. You will establish and maintain lines of communication with design engineering and software development on design, reliability, and maintenance issues; ensure that staff members are current with the latest upgrades and/or new releases; select, develop, and evaluate personnel to ensure the efficient operation of the department/team/function; and may be involved in customer installation and training programs.
Primary responsibilities include the following:
Oversees the technical support for products that are highly technical. Ensures the quality of technical support provided, and takes steps to improve it.
Monitors the tracking system to ensure adequate responses are given in areas of responsibility within appropriate time frame. Balances priorities against strategic SAS and customer business needs, specialized domain needs, product direction and maturity as well as software release and implementation delivery demands; adjusts staff responsibilities and workloads as necessary.
Routinely sets and manages expectations, including escalation activities and service level commitments, for both internal and external customers (outside business hours for business-critical problems as appropriate). Works with customers, staff, and other divisions to resolve problems and escalations in a timely manner. Responsible for business management and development of enhanced support services. Strategizes with staff in regard to their work in the customer lifecycle, including pre-sales activities, proof-of-concept, architecture and system design, implementation, hand-off, production support, and maintenance.
Continually builds and applies specialized business domain knowledge, and knowledge of other vendors’ products, to assist staff.
Strategizes with technical support staff in their role in the software product lifecycle, to improve the quality and design of future software releases and influence product direction based on software knowledge, vendor comparisons, and customer feedback. Acts as an advocate for the customer. Advances the company’s leadership position in the market for software by understanding customer requirements.
Provides technical assistance and direction to staff. Promotes professional development among staff. Ensures staff members build additional skills by learning emerging SAS technologies, and portfolio offerings. Conducts performance appraisals and provides ongoing performance feedback to direct reports.
Interacts with and provides assistance to international technical support staff and management counterparts in other departments/teams/divisions.
Represents the company at customer sites, local customer forums, Global Forum, trade shows, and user group meetings.
Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions. Might undertake initiatives to make business recommendations based on applications of the appropriate advanced analytics tools and techniques.
Perform other duties, as assigned.
Bachelor's degree, preferably in Computer Science or a related quantitative field
5 years of experience in software support, consulting, testing or research and development
3 years of direct enterprise software customer interaction
2 years of experience in a leadership role.
Knowledge of Technical Support Division procedures and tools
Knowledge of SAS products and their applications
Ability to diagnose a broad range of problems
Ability to lead, manage and communicate goals to technical employees
Ability to develop creative solutions to complex technical problems
Strong decision-making ability. Strong customer service orientation/skills
Strong interpersonal, verbal and written communication, organizational, and problem-solving skills
Ability to work with individuals of varied technical backgrounds
Ability to lead projects and adapt to changing priorities and deadlines
Ability to handle deadlines in a multiple- task environment; ability to evaluate the accuracy, completeness, and impact on the user community of documentation and new software features
Exhibits managerial leadership skills
Excellent technical knowledge of multiple operating systems.
Experience working within or with a technical support division.
Master’s degree in statistics, mathematics, computer science, or a closely related field.
Experience managing technical staff
Experience working with SAS Solutions.
Experience working with multiple internal and external teams to implement a solution for a customer.
- Experience working with databases and data models
Experience diagnosing software system resource issues, including memory and performance
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.
SAS is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.
The level of this position will be determined based on the applicant's education, skills and experience.
Resumes may be considered in the order they are received.
SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
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