SAS | Sr Technical Support Engineer

1 day ago


hong kong, Hong Kong SAR China SAS Full time

Senior Technical Support Engineer - Hybrid

Base location: open to any offices in AP

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 internship coupled with flexibility and a world-class employee experience, you’ll find it here.

About the job

The Technical Support Grid team is looking for a Senior Technical Support Engineer to provide technical 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. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.

As a Sr Technical Support Engineer, you will:

  • Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
  • Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case life cycle.
  • Routinely set and manage 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 build knowledge of SAS and specialized technical and business domain knowledge. Apply 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.
  • Keep abreast of other vendors’ products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products. Contact 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.
  • Review product documentation and education courses for technical accuracy, consistency, and user’s point of view. Collaborate with documentation and education staff on modifications to these deliverables.
  • Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.
  • Suggest, manage, and implement special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate tools and techniques to benefit the business.

Required Qualifications

  • Experience with various operating systems, including familiarity with LINUX, UNIX, Windows
  • Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines.
  • Ability to perform in both team and individual environments.
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

  • Excellent written and verbal communication skills.
  • Ability to work with people of varied technical/analytical backgrounds and cultures.
  • Experience working with SAS solutions and products.
  • Experience with SAS9 or Viya platforms
  • Experience with AWS/AZURE/Cloud infrastructure.
  • Knowledge of TCP/IP and networks

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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