Senior Systems Technical Support Specialist

hace 4 semanas

Barcelona, Barcelona, España Sas A tiempo completo
About the Role

We're seeking a highly skilled Senior Systems Technical Support Engineer to join our Global MidTier Technical Support Engineer team. As a key member of our team, you will provide technical support for enterprise-class SAS software applications and solutions, leveraging your expertise in a particular platform or set of industry technologies.

Key Responsibilities
  • Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and/or solutions, including cloud-based environments, focusing on SAS administrators, system administrators, and other IT personnel.
  • Proactively communicate 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 lifecycle.
  • Manage internal and external expectations and project pressures at all levels of technical and business management, including coordinating problem escalation activities and communications.
  • Build knowledge of the business problems addressed by SAS applications and of the platform architectures and complex interactions between IT standards, architectures, security protocols, operating systems, databases, third-party products, and other external computing resources.
  • Apply expertise to interpret documentation, suggest appropriate features in SAS software and/or supporting systems software or infrastructure, and troubleshoot, diagnose and resolve complex problems and business-critical issues.
  • Keep abreast of third-party vendors' products and advise users on how SAS software offerings compete and/or how to effectively use SAS in conjunction with the vendors' technologies.
Requirements
  • 5 years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting complex software applications.
  • Bachelor's degree in Computer Science, Engineering, or related quantitative field.
  • Support of enterprise-class business applications or solutions, including cloud-based environments.
  • Support of certain SAS software applications, solutions, or software components is a plus.
  • Experience in managing escalations with assistance and guidance from others.
  • Experience in creating proactive support materials such as knowledge articles, technical papers, sample programs, etc.
  • Experience in validating software fixes and reviewing documentation for technical accuracy, completeness, consistency, and/or user's perspective.
  • May serve as a coach or mentor to other Technical Support staff.
  • Experience in developing and presenting seminars on support area.
About SAS

We're a leader in data and AI, inspiring customers around the world to transform data into intelligence - and questions into answers. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.

We believe our people make the difference. 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.

You're welcome here.

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