Senior Technical Support Engineer- 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

The Platform Tools Technical Support team is looking for a Senior Engineer to provide technical support for the enterprise-class SAS software Platform on mainframe by applying specialized domain knowledge of software installation, configuration and usage, of the of the platform and related components. Routinely leverage 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 on mainframe 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.
• Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations and engage in SAS Communities.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications

• At least 8 years of relevant experience in technical architecture, system administration, software consulting, or supporting complex software environments on mainframe.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• Extensive experience with mainframe architecture and IBM z/OS includingUnix System Services, particularly V2 and later
• Excellent verbal and written communication skills and excellent interpersonal skills.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
• JCL (Job Control Language) JES2: Expertise in writing and debugging JCL for job submission and batch processing.
• TSO/ISPF: Proficiency in Time Sharing Option (TSO) and Interactive System Productivity Facility (ISPF) for interacting with z/OS.
• SDSF (System Display and Search Facility): Experience in monitoring and managing batch jobs and system output.
• REXX: Knowledge of REXX scripting for automation and system task management.
• CLIST: Familiarity with Command List scripting for z/OS system operations.
• z/OS Fundamentals: Understanding of z/OS architecture, system operations, and configuration.
• VSAM (Virtual Storage Access Method): Experience with VSAM datasets for data management.
• z/OS Utilities: Proficiency with utilities like IEFBR14, IDCAMS, and IEBCOPY for dataset manipulation.
• System Monitoring: Ability to monitor system performance and troubleshoot issues using z/OS tools.
• Unix System Services (USS)

Preferred Qualifications

• Experience with SAS 9.4 platforms installation, configuration and administration on mainframe.
• Experience on other computer architectures including cloud.
• Background in Customer Support, Development or System administration
• Assembler: Experience with z/OS Assembler programming for low-level system tasks.
• COBOL: Familiarity with COBOL for maintaining and troubleshooting legacy applications.
• C/C++: Knowledge of C or C++ programming in z/OS environments.
• Storage Management: Expertise in DFSMS (Data Facility Storage Management Subsystem) and storage administration.
• IPCS (Interactive Problem Control System): Experience in analyzing system dumps for problem resolution.
• SMP/E (System Modification Program/Extended): Knowledge of installing and maintaining z/OS software.
• z/OS Security: Familiarity with RACF (Resource Access Control Facility) or ACF2 for security administration.
• Db2 for z/OS: Experience with Db2 database administration or support.
• CICS (Customer Information Control System): Knowledge of CICS for transaction processing.
• IMS (Information Management System): Familiarity with IMS for database and transaction management.
• Parallel Sysplex: Understanding of sysplex configurations for high availability.
• z/OSMF (z/OS Management Facility): Experience with z/OSMF for system management and automation.

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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