Sr Technical Support Engineer

Company: SAS Institute Inc
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 were looking for. Because at SAS, your curiosity matters whether youre developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.What we doWere 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 youll doWere looking for a Sr Technical Support Engineer. As a Sr Technical Support Engineer on the SAS/Access Support team, you will be part of a global team that provides support for solutions. What were looking forResponding to internal and external issues regarding SAS/Access, including product usage, features, errors, and configuration.Providing technical support to customers using Phone, Email, WebEx and other tools as needed to understand what business objectives the customer is trying to achieve.Interpreting 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 functionalitythat is requested, and providing limited guidance and references to help interpret the output that is produced by tools, products and/or solutions.Routinely utilizing knowledge of Base SAS and SAS Viya platform architectures and knowledge of complex interactions between multiple SAS system components and third-party products to recommend best practices, trouble-shoot, diagnose and resolve software problems.Replicating customer environments in order to reproduce and debug problems.Generating and reviewing documentation to enhance customer experience when using SAS products.Keeping abreast of new products and technologiesWorking with global Technical Support teams and R on the following task: Investigate reported issues and determine strategies for responding to the customer, coordinate with internal teams to make fixes available to the customer, keep SAS R abreast of reliability and maintenance topics, provide input on software design based on customer feedback, domain and software knowledge, contribute as a stakeholder in the product lifecycle through gate reviews, commit to ship and sign-off activities, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases. Enter defects for verified software problems.The nice to haves:Experience working with SAS Platforms, and/or other SAS SolutionsExperience withODBC, RDBMS, SQL, and Web Application ServersSAS programming experienceTechnical support experience supporting enterprise, multi-tiered software applications and/or solutionsSpecific knowledge of one or more database systems including Oracle, DB2, Postgres, SQL Server,and HadoopExperiencewithauthentication (Kerberos, LDAP)Experience with multiple OSs Windows, Linux, UnixSAS CertificationsOther knowledge, skills, and abilitiesAt least 5 years of technical consulting, systems engineering,research,and development and/or customer supportExcellent written and verbal communication skillsExcellent analytical skills with passion for solving problems.Ability to work with people of varied technical backgroundsAbility to diagnose a broad range of problemsAbility to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlinesAbility to perform in both team and individual environmentsAbility to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts with colleagues in and outside of own team.Self-motivated to learn and grow skills.Desire to improve process and the overall customer experience.Proven record of handling increasing responsibilitiesAbility to travel as neededBachelors or Associates degree in ITrelated field or equivalent experienceWhy 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 isnt about fitting into our culture, its about adding to it - and we cant wait to see what youll bring.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 the Pay Transparency notice.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.

Keywords: SAS Institute Inc, Cary , Sr Technical Support Engineer, IT / Software / Systems , Cary, North Carolina