Technical Support Engineer at SAS

• Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions.
• Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately documents and specifies information in the tracking system during the entire track life cycle.
• Routinely sets and manages 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 builds knowledge of SAS and specialized technical and business domain knowledge. Applies 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.
• Keeps abreast of other vendors’ products. Advises users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products. Contacts vendors to report problems and obtain information.
• 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. Acts as an advocate for the customer.
• Reviews product documentation and education courses for technical accuracy, consistency, and user’s point of view. Collaborates with documentation and education staff on modifications to these deliverables.
• Shares product knowledge by authoring software usage, problem, or sample notes, technical papers, technical presentations, and engaging in the SAS Communities.
• Suggests, manages, and implements special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate tools and techniques to benefit the business.

Additional Responsibilities

• Sphere of Influence: immediate co-workers.
• Responds to high priority tracks with assistance and guidance from others.
• Might author SAS Notes, technical papers, sample programs, etc.
• Might assist in pre-release validation of software including package validation. Reviews documentation and education courses to give a user’s point of view.

Knowledge, Skills And Abilities

• Some knowledge of SAS products and their applications or specialized products related to the assigned area
• Shows increasing ability to debug complex problems and report issues/defects to Development
• Is proficient in the use of Technical Support tools