Manager, Technical Support Engineering

Manager, Technical Support Engineering - Remote or Hybrid

Nice to meet you!

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

We are seeking an experienced and proactive Technical Support Manager to lead a team of technical support engineers responsible for delivering high-quality technical assistance to customers.

As a Manager of Technical Support, you will manage the Systems and Performance Team of Platform Technologies department. In this role, you will oversee a group of skilled support engineers dedicated to delivering high-quality technical assistance to enterprise customers. You will be responsible for driving operational excellence, ensuring timely resolution of complex technical issues, and fostering a culture of collaboration, continuous improvement, and customer-first thinking. This position requires strong leadership to guide a team of technical support experts specializing in systems and performance and a passion for building a high-performing team of technical experts. You will play a critical role in fostering synergy through effective cross-team collaboration. 

As a Manager, Technical Support Engineering, you will:

• Oversee technical support operations for customers, ensuring service quality and continuous improvement.
• Monitor ServiceNow CSM and performance dashboards (KPIs, SLAs) to track response quality, identify trends, and implement enhancements.
• Act as an escalation point for complex or high-priority issues and coordinate timely resolution with cross-functional and global teams.
• Manage team workload, priorities, and staffing in alignment with product releases, implementation timelines, and business needs.
• Provide technical guidance, performance feedback, and career development opportunities; lead recruitment, onboarding, and training efforts.
• Collaborate with support teams in global and other departments including R&D to ensure consistent service and share best practices.
• Contribute customer insights to product lifecycle planning and influence product direction.
• Drive support strategy, process improvements, and special projects to enhance the customer experience.
• Ensure compliance with internal policies, service commitments, and customer expectations. 
• Ensure all applicable security policies and processes are followed to support the organization’s secure software development goals.

Required qualifications  

• Five years of experience in support, sales, consulting, or software research and development.

• Bachelor’s degree in computer science or related discipline.
• Excellent understanding of SAS Technical support processes and best practices, and thorough understanding of Sales, Customer Success, R&D and Cloud Team processes.
• Analytical mindset with ability to interpret data, draw insights, and make data-driven decisions.
• Strong business acumen and ability to align global support activities with broader Technical Support and SAS Company business objectives.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients, internal teams, and senior management.
• Ability to manage customer escalations and resolve complex issues effectively.
• Exhibits managerial leadership skills
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Two years of experience in management /leadership role
• Familiarity with SAS technologies and solutions.
• Familiarity of troubleshooting enterprise software applications

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

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/Affirmative Action 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: Know Your Rights. 

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.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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