Associate Technical Support Engineer

SAS•Cary HQ, NC

10h

About The Position

JMP, a subsidiary of SAS, is committed to empowering scientists and engineers via our world-class family of statistical software products. For over 35 years, JMP has enabled customers to speed new drugs to market, to design better products and processes, and to figure out how to restore ecosystems. Advancements are made when brilliant people use JMP statistical discovery software to see what they’ve not seen before. If you are a problem solver, a connector, and someone who enjoys helping others, then you might just be the next person to join this dynamic, growing, and global team. About the job: At JMP, the mission of our Technical Support team is to help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self-help resources. In support of this mission, we are seeking a Technical Support Engineer to provide in-depth product support for the JMP family of products. This role is ideal for someone with experience using JMP, including experience with the JMP Scripting Language (JSL), and who enjoys helping users with their technical questions. Primary support areas to include, but not limited to JSL, python integration, and data access.

Requirements

Bachelor's degree in computer science, engineering, or related quantitative field
Ability to work with people of varied technical backgrounds
Excellent analytical and problem-solving skills
Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
Excellent written and verbal communication skills
Knowledge of Windows and Macintosh operating systems
Experience with JMP Scripting Language (JSL), Python, or other programming languages

Nice To Haves

Experience with RESTful APIs and HTTP methods
Specific knowledge of one or more database systems including Oracle, DB2, PostgreSQL
Experience working in a technical support role

Responsibilities

Provide technical support to internal and external users using a variety of channels including email, phone, screen sharing, and chat (future)
Answer a wide range of user questions ranging from “how-to” to thorough problem investigation
Provide details and workarounds for known issues in Knowledge Base articles
Research user questions, interpret documentation, and explain error and warning messages
Isolate, document, and request fixes where appropriate
Advocate customer concerns with JMP Development and Product Management regarding documentation, software problems, and general feedback
Collaborate and share knowledge with other members of Technical Support and teams within User Enablement

Benefits

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.
Tuition Assistance Program and programs and resources to support your development
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.