Work Location: Position is open to work in the APAC region based on where the candidate is eligible to work. No relocation is required.
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About The Job
The Global Risk Technical Support Team is looking for a Senior Associate Technical Support Engineer that will 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 leverages that knowledge to resolve SAS customer issues and influence software direction.
As a Senior Associate Technical Support Engineer, You Will
- Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions with a focus on statistical and quantitative end users.
- Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately documents and specifies information in the tracking system during the entire track life cycle.
- Routinely sets and manages 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 builds knowledge of SAS and specialized advanced analytical and business domain knowledge. Applies expertise in analytical techniques to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex analytical and business domain problems and business critical issues that involve multiple areas of the SAS system. Provides references for formulas and analytical techniques that our algorithms use, where possible.
- Keeps abreast of other vendors products. Advises users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors products. Contacts vendors to report problems and obtain information.
- 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 analytics, analytical experience, domain and software knowledge, and customer feedback. Acts as an advocate for the customer.
- Reviews product documentation and education courses for technical accuracy, consistency, and user's point of view. Collaborates with documentation and education staff on modifications to these deliverables.
- Shares product knowledge by authoring software usage, problem, or sample notes, technical papers, technical presentations, and engaging in the SAS Communities.
- Suggests, manages, and implements special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate advanced analytics tools and techniques to benefit the business.
Required Qualifications
- Bachelor's degree in Computer Science, Information Technology, Engineering or related field, or equivalent experience.
- Excellent written and verbal communication skills
- Experience working with SAS Solutions or products either on SAS 9 or SAS Viya Platform
- Ability to work with people coming from different backgrounds and cultures
- Ability to perform in both team and individual environments.
- Excellent analytical and problem-solving skills.
- Ability to diagnose a broad range of problems.
- You're curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
- 2 - 4 years working experience. Early Careers are welcomed to apply
- Having hardware knowledge on storage, network, CPU, and memory
- SAS Certifications/IT Certifications
- Knowledgeable on Linux or SQL
- Knowledgeable about terms such as SLA, JIRA
Role Competencies
- Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
- Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message, listening actively to others.
- Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
- Technical/Professional Knowledge & Skills - Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.
- Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.
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.
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