Summary of Duties: 

SAS Institute, Inc. seeks a Senior 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 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. May work remotely
pursuant to SAS’ Flexible Work Program

Qualifications:

Position requires a Bachelor’s degree in Computer Science, Computer
Engineering, or related field of study plus 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.
Requires experience with: SingleStore, SAS Viya, SAS 9, SAS Data
Management, Microsoft Azure, SAS Event Stream Processing, Artificial
Intelligence and Machine Learning, Python, Containers, Kubernetes, Linux,
and Windows.

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 employer. All qualified applicants are considered for employment without regard to any 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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