SAS

Technical Support Account Manager

Job Locations US-CA | US-CA | US-WA | US-NV | US-OR | US-OR-Portland | US-NV-Las Vegas | US-WA-Seattle | US-CA-Berkeley | US-CA-Los Angeles | US-CA-San Jose | ...
Requisition ID
20038250
Category
Technical Support
Visa Sponsorship
No
Travel Requirements
10%

* This is a remote position, to be seated on the West Coast (Pacific Standard Timezone). 

 

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 on the Technical Support Engineering Team in the Technical Support Division at SAS, you will be part of a global team that provides post-sales technical support across enterprise software applications and/or solutions for customers. You will serve as an advocate and escalation point for the customer, acting as a liaison between all company divisions, while using company 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 the company 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 work on other special projects as needed.

 

What we're looking for

  • You’re curious, passionate, authentic, and accountable. These are our values and influence everything we do.
  • You have a bachelor’s degree in Computer Science or a related quantitative field.
  • 5+ years of relevant experience in software support or development. Relevant experience may also include designing test cases, software consulting, or supporting complex software applications.

 

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.

 

Other knowledge, skills, and abilities

  • Excellent written and verbal communication skills.
  • Strong analytical and problem-solving skills.
  • Work with people of varied technical/analytical backgrounds and cultures.
  • Diagnose a broad range of problems. 
  • Handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines.
  • Set and manage expectations internally and externally at all levels of technical and business management.
  • Perform in both team and individual environments. 
  • Answer user questions through independent study and investigative programming.
  • Proven record of handling increasing responsibilities.
  • Travel (up to 10%, but most likely less).

 

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.

 

#LI-MK2

 

SAS looks not only for the right skills, but also a fit to our core values. We seek colleagues who will contribute to the unique values that makes SAS such a great place to work. We look for the total candidate: technical skills, values fit, relationship skills, problem solvers, good communicators and, of course, innovators. Candidates must be ready to make an impact.

 

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 Pay Transparency notice. 

 

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.

 

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action.

 

 

 

 

 

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