Technical Support Engineer- 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
The Technical Support SAS Studio team is looking for a Technical Support Engineer to provide technical support for enterprise-class SAS business software applications and/or solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.
As a Technical Support Engineer, you will:
- Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions.
- Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately documents and specifies information in the case management system during the entire case life cycle.
- Routinely sets and manages 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 builds knowledge of SAS and specialized technical and business domain knowledge. Applies expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex business domain and/or technical problems and business critical issues that involve multiple areas of the SAS system.
- Keeps abreast of other vendors’ products. Advises users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products.
- Stakeholder in the product lifecycle with other groups/divisions, including Research and Development and Product Management, to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, and customer feedback. Acts as an advocate for the customer.
- Reviews product documentation and education courses for technical accuracy, consistency, and user’s point of view. Collaborates with documentation and education staff on modifications to these deliverables.
- Shares product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.
- Suggests, manages, and implements special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate tools and techniques to benefit the business.
- Ensure all applicable security policies and processes are followed to support the organization’s secure software development goals.
Required Qualifications
- At least 5 years of experience in a Technical Software Engineer role
- Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
- Excellent written and verbal communication skills.
- Ability to work with people of varied technical/analytical backgrounds and cultures.
- Ability to perform in both team and individual environments.
- Experience working with SAS solutions and products.
- Excellent analytical and problem-solving skills.
- Ability to diagnose a broad range of problems.
- Shows increasing ability to debug complex problems and report issues/defects to Development
- You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
- General knowledge of SAS products and their applications or specialized products related to the assigned area
- Expeirence with SAS Studio preferred
- Experience supporting complex web applications, including the following
- Using browser developer tools to debug web applications
- Analyzing har files
- Experience with Linux
- Some knowledge in cloud technologies, like Azure, Kubernetes and similar
- Effectively communicate and work across departments within Technical Support to solve a problem
- Determines software circumventions when fixes are not feasible
- Experience with ServiceNow CSM preferred
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.
#SAS
