Associate Technical Support Engineer

7 days ago

Hong Kong, Central and Western District, Hong Kong SAR China SAS Full time

Associate Technical Support Engineer - Emerging Career Rotational Program

Nice to meet you

We're a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We're also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

What we do

We believe that great ideas can come from anywhere. We build software for the world's most talented thinkers, which means that we need to push boundaries daily. At SAS, you'll be encouraged to use your imagination and constantly try new things.

On day one, you will be a valued part of our Technical Support team. You will collaborate with some of the best minds in Technical Support and will be mentored by people who have a passion to share their knowledge. You will never stop learning and will be encouraged to bring your best to work every day.

To prepare you for an opportunity with the SAS Global Technical Support Division, SAS invests in your curiosity by providing you an intensive technical training program. The Technical Support 12-month program provides training in core SAS technology areas with rotations across various teams. You'll learn to support SAS software to meet the complex computing and analytic needs of our customers. During the program, key stakeholders provide guidance, coaching, and expert feedback. You will also have an opportunity to achieve professional SAS certifications. To enable your successful transition to the Global Technical Support Team, we will provide training and best practices on how to communicate effectively with our customers.

Here's what we're looking for. Could this be you?

  • A passionate problem solver
  • Someone deeply curious about technology and how things work
  • A highly creative person, with excellent research skills
  • Someone ready to tackle difficult challenges
  • Service-minded individual who is able to deliver excellent customer service with confidence
  • A person who is willing to ask for help and share knowledge
  • Our promise to you: You will want to run—not walk—to work every day

Upon completion of the training program, your regular activities will include the following:

  • Provide support, troubleshooting, prioritizing, diagnosing, and managing customer-reported problems, including writing thorough, detailed problem descriptions
  • Evaluate, set, and manage internal and external expectations, including escalation activities and communications. This activity is often under pressure where decisions have a significant business impact for SAS and customers
  • Communicating with customers by phone, email, and Microsoft Teams while troubleshooting the problem
  • Learning and using knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems. Might replicate customer environments to reproduce and debug problems

Required Qualifications

  • Bachelor's degree or equivalent combination of education, training, and relevant experience
  • Fluent in English
  • Academic or work experience with computer programming or demonstrated aptitude for picking up new technologies
  • Applicants with up to 3 years of experience will be considered
  • Real passion for collaborating with colleagues to build technical solutions to solve tough problems
  • You must have strong experience with at least one of the following operating systems, but be familiar with all of them: Windows, UNIX, or Linux
  • Excellent analytical, problem solving, and troubleshooting skills, including the ability to communicate with users with various technical backgrounds
  • Effectively communicate and work across departments within Technical Support to solve a problem
  • Determine software circumventions when fixes are not feasible
  • Have a real passion for software support, as demonstrated by previous internships, work experience, projects, or publications
  • You're curious, passionate, authentic and accountable. These are our values and influence everything we do
  • Last but not least, you need to be articulate. That means you can write an email with perfect spelling and grammar, be able to speak confidently and professionally, and be a rock star with summarizing complex solutions to customers in plain, readable English.

Preferred Qualifications

  • Experience with SAS Software
  • Knowledge in Cloud Platforms and Services
  • Understanding of Kubernetes for container orchestration and management and/or containerization technologies
  • Familiarity with Database Management Systems

Diverse and Inclusive

At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it's essential to who we are. To put it plainly: you are welcome here.

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