Senior Technical Support Engineer

Job Description

Senior Technical Support Software 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 Senior Technical Support Engineer provides 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 leverages that knowledge to resolve SAS customer issues and influence software direction.

As a Senior Technical Support Engineer, you will:

• Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case life cycle.
• Routinely set and manage 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 build knowledge of SAS and specialized technical and business domain knowledge. Apply 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.
• Keep abreast of other vendors’ products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products. Contact vendors to report problems and obtain information.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications

• 8 years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting complex software applications.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• General knowledge of SAS products and their applications or specialized products related to the assigned area.
• Excellent verbal and written communication skills and excellent interpersonal skills.
• Effective communication and work across departments within Technical Support to solve a problem.
• Determination software circumventions when fixes are not feasible.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

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.

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