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Senior Technical Support Engineer

Company: SAS
Location: Cary
Posted on: November 22, 2021

Job Description:

Are you a problem solver, explorer, and knowledge seeker - always asking, "What if?"If so, then you may be the new team member we're looking for. Because at SAS, your curiosity matters - whether you're developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.What we doWe're the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.What you'll doWe're looking for aTechnical Support Engineer to work with customers, internal consultants, developers, and product managers to help our customers achieve their business goals. You will primarily provide 1stand 2ndline expertise customer support for SAS Solutions in the Retail industry. You will:Provide 1stline technical support to domestic and international customers using our enterprise-class SAS solutions. You will liaise with R&D to diagnose product and configuration issues, in a time-critical manner.Provide 2ndline technical support to international customers, using email, screen-sharing technology, phone,and other tools as needed.Interpret documentation and explaining error messages, suggesting the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the particular type of functionality that is requested, and providing limited guidance and references to help interpret the output that is produced by tools, products and/or solutions.Routinely utilize knowledge of complex interactions between multiple SAS system components and third-party products to recommend best practices, trouble-shoot, diagnose and resolve software problems. Potentially replicating customer environments to reproduce and debug problems.Work with global Technical Support teams and R&D to:Investigate reported issues and determine strategies for responding to the customer.Enter defects for verified software problems.Coordinate with internal teams to make fixes available to the customer.Keep SAS R&D abreast of reliability and maintenance topicsProvide input on software design based on customer feedback, domain, and software knowledge.Contribute as a stakeholder in the product lifecycle through gate reviews, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases.Provide both formal and informal training to Technical Support staff.What we're looking forBachelor's degree in Computer Science or related field At least 8-12years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting complex software applications.Excellent analytical and problem-solving skillsAbility to diagnose a broad range of problemsExperience with Java, XML, RDBMS, SQLExperience with Unix operating systems, including familiarity with J2EE based enterprise software and web application serversSpecific knowledge of one or more database systems including Oracle, DB2, PostgreSQL, SQL ServerExperience providing technical support for enterprise, multi-tiered software applications and/or solutionsAbility to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlinesAbility to perform in both team and individual environmentsYou're curious, passionate, authentic and accountable. These are ourvaluesand influence everything we do.The nice to havesExperience working with SAS solutionsSAS 9.4 Platform administration experienceExperience with AWS/AZURE/Cloud infrastructureSAS CertificationsOther knowledge, skills, and abilitiesA self-starter with a can-do attitudeExcellent written and verbal communication skillsFluent in written and spoken EnglishAbility to work with people of varied technical/analytical backgrounds and culturesAbility to handle deadlines in a multitasking environmentAbility to set and manage expectations internally and externally at all levels of technical and business managementAbility to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts with colleagues in and outside of own teamKnowledge of Technical Support methodologiesWhy SASWe love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn't about fitting into our culture, it's about adding to it - and we can't wait to see what you'll bring.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 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:Equal Employment Opportunity is the Law. Also view the supplementEEO is the Law, and thePay Transparencynotice.Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience.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.Want to stay up to date with life at SAS, products and jobs? Follow us on LinkedInAll valid SAS job openings are located on the Careers page SAS only sends emails from verified "" email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from for, or on behalf of SAS, please contact us atRecruitingsupport@sas.combefore taking any further action.

Keywords: SAS, Cary , Senior Technical Support Engineer, Engineering , Cary, North Carolina

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