Technical Support Specialist at SAS

About the Job
Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?” 

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless. 

What we do  

• We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live. 

What you’ll do

• 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 

Recruitment will be managed in line with SAS’ affirmative action measures in accordance with the Employment Equity Act, and as such candidates from designated groups will be preferred.

Why SAS

• We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference. 
• Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.