Summary of Duties: Provide technical support for enterprise-class SAS installations by applying knowledge of a particular platform or set of industry technologies. Understand the complex interactions and dependencies between multiple SAS system components, servers, applications, security providers, storage systems, hardware, and third-party products. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.
The Systems Technical Support Engineer will also provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions with a focus on SAS administrators, system administrators, and other IT personnel. Proactively communicate in a careful and effective manner with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the tracking system during the entire track life cycle.
Routinely set and manage internal and external expectations and project pressures at all levels of technical and business management including coordinating/managing problem escalation activities and communications (outside business hours for business-critical problems as appropriate). Routinely build knowledge of the business problems that are addressed by SAS applications, and of the platform architectures and complex interactions between IT standards, architectures, security protocols, operating systems, databases, third party products, and other external computing resources. Apply expertise to interpret documentation, to suggest appropriate features in SAS software and/or supporting systems software or infrastructure, and to troubleshoot, diagnose and resolve complex problems and business critical issues that involve the SAS and IT technology areas listed above. Keep abreast of other vendors’ technologies. Advise users how SAS software offerings compete, and/or how to most effectively utilize SAS in conjunction with the vendors’ technologies. Contact vendors to report problems and obtain information.
Participate as a stakeholder in the product lifecycle with other groups/divisions, including Research and Development, to improve the quality and design of future software releases and influence product direction based on knowledge of SAS and IT technology areas and customer feedback. Act as an advocate for the customer. Review product documentation and education courses for technical accuracy, consistency, and user’s point of view. Collaborate with documentation and education staff on modifications to these deliverables. Share product knowledge by authoring software usage, problem, or sample notes, technical papers, technical presentations, and engaging in the SAS Communities. Suggest, manage, and implement special projects to assist Technical Support, users, or other teams. Potentially undertake initiatives by using appropriate IT tools and techniques to benefit the business.
Take on increasing responsibility regarding support of enterprise-class business applications or solutions. Responsible for the support of certain SAS software applications, solutions, or software components. Manage escalations with assistance and guidance from others. Responsible for taking initiative to create proactive support materials such as SAS Notes, technical papers, sample programs, etc. Validate software fixes and review documentation for technical accuracy, completeness, consistency, and/or user’s point of view. Potentially serve as a coach or mentor to other Technical Support staff. Develop and present seminars on support area. Serve as a resource to international technical support staff and other departments/divisions. Potentially represent company at SGF, trade shows, and user group meetings when needed.
Travel 10-20% of the time.
Qualifications: Position requires a Master’s degree in Computer Science, Engineering, or a related field plus one (1) year of related experience in software development, software testing, software consulting, supporting complex software applications, or an applicable business domain. Alternatively, will accept a Bachelor’s degree in Computer Science, Engineering, or related field plus three (3) years of related experience in software development, software testing, software consulting, supporting complex software applications, or an applicable business domain.
Requires experience with multiple tier software systems, running on Unix/Linux Operating system, and utilizing java web application servers and database servers. The position also requires experience in running in production.
Drug free work environment-screening required.
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.
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.