Technical Support Engineer - JHB at SAS

About the job

The Technical Support team is looking for a 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 that knowledge to resolve SAS customer issues and influence software direction.

As a Technical Support Engineer, you will:·

• Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions.
• Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the tracking system during the entire track 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.

Required Qualifications

•  5 years of experience in software development, software testing, an applicable business domain, software consulting, or supporting complex software applications.
• Bachelors degree in Computer Science, Engineering or related quantitative field or industry domain.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Good linux experience preferably certified.
• Experience in Kubernetes /Ansible / AWS/ cloud technology / unix / windows operating system /databases / SAS software.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• General knowledge of SAS products and their applications or specialized products related to the assigned area
• Effectively communicate and work across departments within Technical Support to solve a problem
• Can determine software circumventions when fixes are not feasible
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.