Technical Support Engineer at SAS

What you’ll do

• We are looking for a Technical Support Engineer to provide support for enterprise-class SAS 9 and SAS Viya business software applications like Advanced Analytics, AI & Machine Learning, Data Management, Internet of Things (IoT), Risk Management, Fraud & Security Intelligence.

You will

• Provide technical and product support to customers via telephone, email, & remote desktop over a wide range of products. Provide information from product documentation to enable end users, support installation efforts, and quick issue resolution for onsite consultants.
• Routinely deliver support and troubleshooting to multiple categories of domestic and international customers including software licenses, consulting groups including Alliance partners, system engineers/architects, and enterprise hosting
• Interpreting documentation and explaining error messages to audiences with varied backgrounds to accelerate collaborative issue resolution.
• 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 incident life cycle
• Managing internal and external project pressures including coordinating/managing problem escalation activities, communications, and customer expectations.
• Work in an international company with customers all over the world.

What we’re looking for

• Curious personality and creative thinking - always seeking knowledge
• Customer focused
• Aptitude to debug complex problems
• Ability to work under pressure, keep others updated on progress
• Has basic knowledge in some of these areas: Linux and Windows Server operating systems, network and client server infrastructure, databases and SQL skills
• Familiarity with programming in any language is an advantage for inst; Java, GO, Python, R
• Good written and verbal communication skills in English
• Team worker