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SAS · 7 hours ago

Systems Technical Support Engineer

United States

Full-time

Remote

Senior Level

5+ years exp

SAS is a company that offers ample opportunities for internal career mobility. They are seeking a Systems Technical Support Engineer to provide technical support for the installation, configuration, and administration of SAS software, primarily working with external and internal customers to resolve issues and ensure smooth operations.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

U.S. Citizen Only

Responsibilities

Provide first and second level support for external and internal customers

Prioritize, diagnose and manage customer reported problems including writing thorough, detailed problem descriptions

Utilize knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems. Might replicate customer environments to reproduce and debug problems

A significant portion of your day will include working with customers who are experiencing outages or interruption in service related to their SAS Business Intelligence software

Communicate with the customer by phone, email, and remote screen sharing sessions while troubleshooting the problem

Prepare and review written documentation

Record and manage confirmed software bugs

Provide product feedback to development and marketing

Ensure all applicable security policies and processes are followed to support the organization's secure software development goals

Qualification

Technical SupportSAS SoftwareUnix/LinuxWindows ServerJava Web Application ServersLinux AdministrationCloud TechnologiesSAS CertificationsTCP/IPNetworksWeb TechnologiesCommunication SkillsProblem Solving

Required

Bachelor's or Master's degree in computer science

5+ years of experience programming, testing, software consulting, technical support or supporting complex software applications (with at least 2 years doing support work)

Support experience with multiple tier software systems, running on Unix/Linux and Microsoft Windows Server Operating system, and utilizing java web application servers (e.g. Tomcat, WebSphere, Weblogic or JBoss) and database servers

Experience debugging enterprise, multi-tiered software applications and/or solutions which are running in production and over remote screen sharing with customers. Therefore, you would be familiar with the higher pressure involved when there is significant business impact

Working competency in at least one of the following operating systems, but familiar with all: Windows, Unix or Linux. Linux administration experience is preferred

Willing and able to work all scheduled weekend oncall shifts as noted above

Excellent communication skills. This involves the ability to compose emails with impeccable spelling and grammar, speak confidently and courteously, and adeptly distill complex solutions into easily understandable language for our customer base

An equivalent combination of related education, training and experience may be considered in place of the above qualifications

Preferred

Collaborating: Working cooperatively with others to help a team or work group achieve its goals

Building Customer Loyalty: Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust

Earning Trust: Gaining others' confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges

Creativity and project management skills

Technical account management skills

You're curious, passionate, authentic and accountable. These are our values and influence everything we do

Ability to resolve user questions through a combination of independent study, investigative programming, and especially collaborative efforts with team members

Platform administration experience with SAS 9 or Viya or similar architecture

SAS Certifications

Experience working with cloud technologies (Docker, Kubernetes); Azure / AWS / GCP / OpenShift infrastructure experience

Knowledge of file system security

Knowledge of TCP/IP and networks

Familiarity with advanced web technologies including web authentication, DAV, TLS/SSL, web services, and SOAP

Knowledge of any of the following: IBM WebSphere, JBoss, Tomcat, SAS Web Application Server

Benefits

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.

Tuition Assistance Program and programs and resources to support your development

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.