SAS

Sr. Manager, Technical Support Engineering

Job Locations US-NC-Cary HQ | US
Requisition ID
20041014
Category
Technical Support
Visa Sponsorship
No
Travel Requirements
None

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

 

If so, 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 Sr Manager, Technical Support Engineering in the Technical Support division at SAS, you will develop and supervise staff for an engineering support department responsible for, but not limited to, the company Data Management products and technologies. 

 

You will oversee the technical support provided to field engineers, technicians, and customers who are diagnosing, troubleshooting, and repairing either sophisticated computer systems or software systems/applications. This position supervises Technical Support staff 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.

 

You will:

  • Monitor tracking system, ensuring adequate responses are given in areas of responsibility and within appropriate time frame; adjust staff responsibilities and workloads as necessary.
  • Interface with Professional Services Division to ensure implementation transition to Technical Support is complete.
  • Diffuse volatile customer situations that escalate. Actively manage customer escalations and work with customers to resolve them in a timely manner.
  • Handle administrative matters for the department/team (personnel actions, performance appraisals, and more).
  • Ensure the quality of technical support provided by the department/team and take steps to improve it.
  • Take initiative to improve the level of support offered by the Technical Support Division.
  • Provide support to international technical support staff and/or other departments/teams/divisions.
  • Suggest, manage, and implement special projects to assist Technical Support, users, or other departments/teams/divisions.
  • Investigate very technical questions requiring a high level of expertise; document problems, request fixes, and handle customer contact for such problems.
  • Take an active role in working with other groups and divisions to improve future software releases.

 

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.
  • 8+ years of experience in support, sales, marketing, or software research and development.
  • 3 years of direct enterprise software customer interaction.

 

The nice to haves  

  • Management experience.
  • Experience working within or with a technical support division.

 

Other knowledge, skills, and abilities

  • Knowledge of Technical Support Division procedures and tools.
  • Familiarity with SAS technologies and solutions.
  • Familiarity with current technology. Ability to diagnose a broad range of problems.
  • Desire and ability to lead, manage and communicate goals to technical employees.
  • Ability to develop creative solutions to complex technical problems.
  • Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines.
  • Strong decision-making skills.
  • Customer service orientation/skills.
  • Interest in continued development of managerial leadership skills.
  • Technical knowledge of multiple operating systems.
  • Strong written and verbal communication skills.
  • Excellent analytical and diagnostic skills.
  • Ability to organize the priorities for customers, team members, and developers on the relative importance of different customer reported problems and software defects.
  • Ability to handle deadlines in a multitasking environment.

 

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.

 

This position will be seated out of SAS Headquarters in Cary, North Carolina

 

 

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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