Systems Technical Support Engineer

SAS•Cary, NC

1d•Remote

About The Position

The SAS Technical Support Weekend Oncall Team (i.e. SWOT) is looking for a System Technical Support Engineer to provide technical support for the installation, configuration and administration of SAS software. Our team of SAS platform support generalists works a combination of weekdays and weekends. On weekends we are like the fire fighters of SAS Tech Support! We’re always ready to respond and collaborate to put out the fires. As a System Technical Support Engineer, you will: 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. Might replicate customer environments to reproduce and debug problems. A significant portion of your day will include working with customers who are experiencing outages or interruption in service related to their SAS Business Intelligence software 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 Ensure all applicable security policies and processes are followed to support the organization's secure software development goals. NOTE: This position is part of a dedicated team which does weekend on-call support from Friday 7 pm until Sunday around 7 pm. During onboarding, you will work Monday-to-Friday standard office hours (and not weekends). After onboarding, you will switch to a schedule including Tuesday-to-Thursday (working standard office hours) plus ½ of the weekend (performing on-call support). You will participate in a three-week rotation where the weekdays stay the same, but the weekend on-call hours will be different each weekend. Work Location: Position is open to work in SAS global offices based on where the candidate is eligible to work

Requirements

Bachelor's or Master’s degree in computer science
5+ 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. Therefore, you would be familiar with the higher pressure involved when there is significant business impact.
Working competency in at least one of the following operating systems, but familiar with all: Windows, Unix or Linux. Linux administration experience is preferred.
Willing and able to work all scheduled weekend oncall shifts as noted above
Excellent communication skills. This involves the ability to compose emails with impeccable spelling and grammar, speak confidently and courteously, and adeptly distill complex solutions into easily understandable language for our customer base.
An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Nice To Haves

Collaborating: Working cooperatively with others to help a team or work group achieve its goals.
Building Customer Loyalty: Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust
Earning Trust: Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges
Creativity and project management skills
Technical account management skills
You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
Ability to resolve user questions through a combination of independent study, investigative programming, and especially 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
Knowledge of any of the following: IBM WebSphere, JBoss, Tomcat, SAS Web Application Server

Responsibilities

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. Might replicate customer environments to reproduce and debug problems.
A significant portion of your day will include working with customers who are experiencing outages or interruption in service related to their SAS Business Intelligence software
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
Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.

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.