Technical Consultant: Customer Lead (REMOTE)

Job Locations US-NC-Cary HQ | US
Requisition ID
20043246
Category
Information Technology
Travel Requirements
None

This role has the opportunity to be remote-based in US, or based in Cary, NC office (HQ).

 

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

The SAS Cloud is a premium service for our customers that includes support for infrastructure through the delivery of any SAS solution. We’re looking for a Customer Technical Lead for the Cloud team in SAS’s Cloud and Information Services (CIS) division.  This is a dynamic opportunity to lead and deliver world class services.

 

The Customer Technical Lead will leverage deep technical skillsets and knowledge to provide technical leadership, guidance, and support for customer engagements through implementation and configuration to production release into operations. You will have the opportunity to provide leadership for all aspects our hosted and remote managed application environments.  You’ll have the chance to collaborate with customers, analysts, developers, and implementation team members to deliver world class service. You’ll be a part of building the foundation for ongoing reliability by defining key performance metrics aligned to the customer's success criteria. This role will enable the team with training, mentoring, and best practices related to enterprise application technology, architecture, and support.

 

You will:

  • Provide technical leadership and ownership from project kick off through UAT and go-live for hosted and remotely managed customer projects.
  • Post go-live project consultation for major changes (upgrades, migrations, etc.) and to help identify and resolve complex problems caused by repetitive incidents.
  • Ensure that all current and future technical project requirements (tasks, changes, deliverables, etc.) have a clearly defined scope and can be progressed by the responsible service team without issue.
  • Mitigate any technical blocking condition that prohibits progress to drive towards success.
  •  Enhance operational requirements to improve system stability, monitoring awareness and decrease operational burden to ensure a positive customer experience.
  •  Facilitate actions as an Operations Administrator as required for tasks or issues with high complexity, increased urgency, or the potential for reduced effort or cost.
  •  Ensure SAS Cloud standards and best practices are adhered to and validated.
  •  Provide knowledge transfer for larger team related to their customer engagements and/or key technology areas
  • Deliver excellent customer service using a customer first and continuous improvement mindset.
  •  Use IT Service Management best practices for change, incident, and problem management to meet and support Service Level Agreement requirements SAS Cloud customers.
  • Create and maintain service documentation including runbooks, knowledge base articles, and wiki content.
  •  Configure, manage, monitor, and debug mid-tier software.
  •  Manage, monitor, and maintain container-based applications deployed in cloud container services.
  • Develop tools and software to manage SAS and third-party software.
  • Diagnose, document, report, and resolve system problems.
  • Work directly with external customers and interface with other support teams and vendors.
  •  Participate in a 24x7x365 on-call rotation.

What we’re looking for

  • Bachelor's degree or equivalent work experience.
  • 5+ years of technical experience including:
  • 2+ years of experience of SAS Administration or support
  • 2+ years of experience in systems support, user support, customer support, consulting, or training for enterprise class software and/or hardware.
  • 2+ years of experience with UNIX or Linux supporting enterprise class applications.
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

The nice to haves

  • Experience monitoring cluster performances, job resource usage
  • Familiarity with cloud-based platforms like MS Azure, AWS, GCP, or OpenShift
  • Experience with Python, Ansible, or Kubernetes
  • Scripting experience (bash, powershell, etc)
  • Installing and using SAS software and solutions
  • Programming in SAS
  • Deploying and managing JavaEE web application.
  • Java or Web development experience
  • Ability to travel up to 10% of the time

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 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.

 

In order to work at SAS, you must be fully vaccinated against COVID-19. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are selected as a candidate for consideration, we have an accommodations process in place to evaluate those requests.

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