Sr Systems Technical Support Engineer

Burger King-posted about 1 year ago
Full-time • Senior
Cary, NC
5,001-10,000 employees
Food Services and Drinking Places
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The Senior Systems Technical Support Engineer will provide technical support for the installation, configuration, and administration of SAS software. This role is part of the SAS Technical Support Weekend Oncall Team (SWOT), which operates on weekends to address urgent customer issues. The engineer will work closely with customers experiencing outages or service interruptions, utilizing their expertise to diagnose and resolve complex software problems while maintaining effective communication throughout the troubleshooting process.

  • Provide first and second level support for external and internal customers.
  • Prioritize, diagnose and manage customer reported problems including writing thorough, detailed problem descriptions.
  • Utilize knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems.
  • Replicate customer environments to reproduce and debug problems.
  • Communicate with the customer by phone, email, and remote screen sharing sessions while troubleshooting the problem.
  • Prepare and review written documentation.
  • Record and manage confirmed software bugs.
  • Provide product feedback to development and marketing.
  • Bachelor's or Master's degree in computer science.
  • 8+ years of experience programming, testing, software consulting, technical support or supporting complex software applications (with at least 2 years doing support work).
  • Support experience with multiple tier software systems, running on Unix/Linux and Microsoft Windows Server Operating system, and utilizing java web application servers (e.g. Tomcat, WebSphere, Weblogic or JBoss) and database servers.
  • Experience debugging enterprise, multi-tiered software applications and/or solutions which are running in production and over remote screen sharing with customers.
  • Working competency in at least one of the following operating systems: Windows, Unix or Linux; Linux administration experience is preferred.
  • Excellent communication skills, including the ability to compose emails with impeccable spelling and grammar, and speak confidently and courteously.
  • Ability to resolve user questions through independent study and collaborative efforts with team members.
  • Platform administration experience with SAS 9 or Viya or similar architecture.
  • SAS Certifications.
  • Experience working with cloud technologies (Docker, Kubernetes); Azure / AWS / GCP / OpenShift infrastructure experience.
  • Knowledge of file system security.
  • Knowledge of TCP/IP and networks.
  • Familiarity with advanced web technologies including web authentication, DAV, TLS/SSL, web services, and SOAP.
  • Comprehensive medical, prescription, dental and vision plans.
  • An industry-leading 401k plan.
  • Generous time away including vacation time, a variety of paid holidays, and a U.S. Winter Wellness Break.
  • Volunteer Time Off, parental leave, and unlimited paid sick days.
  • Generous childcare benefits for all full-time employees.
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