Technical Support Engineer at SAS

We are looking for a Technical Support Engineer to provide 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

You Will

• Provide technical support to customers by taking telephone calls on all product areas, providing information on documented problems, and resolving customer issues in primary support areas via telephone and email
• Routinely deliver support and troubleshooting to multiple categories of domestic and international customers including software licensees, consulting groups including Alliance partners, system engineers/architects, and enterprise hosting
• Interpreting documentation and explaining error messages to audiences with varied backgrounds and suggesting the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the functionality that is requested
• Accurately documenting and specifying information in the tracking system during the entire track life cycle
• Managing internal and external project pressures including coordinating/managing problem escalation activities, communications, and customer expectations.
• Engaging in the customer lifecycle including pre-sales activities, proof-of-concept, architecture and system design, implementation, hand-off, production support, and maintenance

What We’re Looking For

• Someone who has knowledge of SAS products and their applications
• Someone who shows increasing ability to debug complex problems and report issues/defects to Development
• Is proficient in OS knowledge (Windows Server, Linux) and network and client server infrastructure
• Any other programming language is an advantage
• Fluent in English