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Senior Technical Support Engineer

hace 2 meses

Madrid, Madrid, España SAS A tiempo completo

About the Role

The Global Risk Technical Support team at SAS is seeking a highly skilled Senior Technical Support Engineer to provide expert technical support for enterprise-class SAS business software applications and/or solutions. As a key member of our team, you will have the opportunity to become a product specialist and work collaboratively with a supportive team.

Key Responsibilities

  • Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and/or solutions, including cloud-based environments.
  • Communicate effectively with customers and experts across SAS during the problem resolution process, accurately documenting and specifying information in the case management system.
  • Set and manage internal and external expectations, project pressures, and coordinate/managing problem escalation activities and communications.
  • Build knowledge of SAS and specialized technical and business domain knowledge, applying expertise to interpret documentation, suggest software features, and troubleshoot complex business domain and/or technical problems.
  • Act as a positive role model and mentor new team members.

Requirements

  • Strong working knowledge of SAS products and their applications or specialized products related to the assigned area.
  • Risk and financial management skillset.
  • Full cycle technical support, from initial contact through resolution.
  • Curiosity, passion, authenticity, and accountability.

Work Environment

The position is open to work in SAS EMEA offices based on where the candidate is eligible to work.