• Technical Support Account Manager

    Job Locations US-NC-Cary HQ
    Requisition ID
    Technical Support
    Visa Sponsorship
    Travel Requirements
  • Overview

    Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”


    If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.

    What we do

    We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.

    What you’ll do

    As a Technical Support Account Manager, you will be part of a global team that provides post-sales technical support across enterprise software applications and/or solutions for Elite customers.  You will serve as an advocate and escalation point for the customer acting as a liaison between all SAS divisions, while using SAS knowledge and Technical Support process expertise to solve issues and coordinate issue resolution.


    You will: 

    • Set and manage internal and external project expectations, including escalation activities and communications, at all levels of technical and business management. This is often under pressure where decisions have a significant business impact for SAS and/or customers.
    • Respond to internal and external issues regarding SAS, including product usage, features, errors, and configuration
    • Write detailed problem reports for unanswered questions and product defects
    • Research questions and contact customers with resolutions
    • Help detect and report design, reliability, and maintenance problems
    • Review documentation and working on other special projects as needed
    • Perform other duties as assigned

    What we're looking for

    • Excellent written and verbal communication skills
    • Excellent analytical and problem-solving skills
    • Ability to work with people of varied technical/analytical backgrounds and cultures
    • Ability to diagnose a broad range of problems 
    • Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
    • Ability to set and manage expectations internally and externally at all levels of technical and business management
    • Ability to perform in both team and individual environments 
    • Ability to answer user questions through independent study and investigative programming
    • Proven record of handling increasing responsibilities
    • Ability to travel as needed (25%)

    The nice to haves

    • Experience working with SAS products and solutions
    • Experience with Java, XML, SQL
    • SAS programming experience 
    • Linux/Unix system administration experience
    • Experience working within the SAS Technical Support Division or a related role at SAS
    • Technical support experience supporting enterprise, multi-tiered software applications and/or solutions
    • SAS Certifications

    Why SAS

    • We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
    • Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.



    Additional Information:

    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 are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the notice Pay Transparency 


    Equivalent combination of education, training and experience may be considered in place of the above qualifications. 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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