Senior Technical Support Engineer at SAS

About the job 

• The Postgres Data Server Technical Support team is looking for a Senior Engineer to provide technical support for the enterprise-class SAS software platforms by applying specialized domain knowledge of software installation, configuration and usage, of the Postgres Data Server / Crunchy Data components. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction. The role will cover EMEA time zone and could be performed from every SAS office location.

As a Senior Technical Support Engineer, you will:

• 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.
• Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations and engage in SAS Communities.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do. 

Required qualifications 

• 8 years of relevant experience in technical architecture, system administration, software consulting, or supporting complex software environments.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• Hands-on experience with PostgreSQL and Crunchy Postgres Database Administration.
• Experience with Kubernetes, Docker, and microservices-based applications.
• Excellent verbal and written communication skills and excellent interpersonal skills.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications. 

Preferred qualifications 

• Experience with SAS Viya and SAS 9.4 platforms installation, configuration and administration, specifically Postgres Data Server / Crunchy Data Components
• Background in Customer Support, Development or System administration