Senior Technical Support Engineer

SAS•Cary HQ, NC

16h•Remote

About The Position

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

Requirements

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.

Responsibilities

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.