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SAS · 6 hours ago

Senior Technical Support Engineer

Cary, NC

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

SAS Institute, Inc. is seeking a Senior Technical Support Engineer to provide technical support for enterprise-class SAS business software applications. The role involves resolving customer issues, managing escalations, and collaborating with various teams to enhance product quality and supportability.

AnalyticsData GovernanceData ManagementEnterprise SoftwarePredictive AnalyticsSoftware

Culture & Values

No H1B

Responsibilities

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 knowledge to resolve SAS customer issues and influence software direction

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

Be a stakeholder in the product lifecycle with other groups/divisions, including Research and Development, 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

Act as an advocate for the customer

Review product documentation and education courses for technical accuracy, consistency, and user's point of view

Collaborate with documentation and education staff on modifications to these deliverables

Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities

Suggest and implement special projects to assist Technical Support, users, or other teams

Support enterprise-class business applications solutions, as well as cloud-based environments

Manage escalations

Take initiative to improve the level of support offered by department

Interface with other groups and take an active role in product, solution, or platform direction

Provide product supportability feedback to research and development

Anticipate training needs and perform training activities, including developing training material

Qualification

SAS ViyaMicrosoft AzureArtificial IntelligenceMachine LearningSingleStoreSAS 9SAS Data ManagementSAS Event Stream ProcessingPythonContainersKubernetesLinuxWindowsTechnical SupportProblem SolvingCommunicationTeam Collaboration

Required

Bachelor's degree in Computer Science, Computer Engineering, or related field of study

eight (8) years of experience in the job offered or eight (8) years as a Technical Account Manager, Software Delivery Lead, Application Specialist, or related occupation

experience with SingleStore

experience with SAS Viya

experience with SAS 9

experience with SAS Data Management

experience with Microsoft Azure

experience with SAS Event Stream Processing

experience with Artificial Intelligence and Machine Learning

experience with Python

experience with Containers

experience with Kubernetes

experience with Linux

experience with Windows