Senior Systems Technical Support Specialist

hace 2 días

Madrid, Madrid, España Sas A tiempo completo

About the Role
The Global MidTier Technical Support team at SAS is seeking a Senior Systems Technical Support Engineer to provide technical support for enterprise-class SAS software applications and solutions. The ideal candidate will have a strong understanding of complex software interactions and dependencies, as well as experience in resolving customer issues and influencing software direction.

Key Responsibilities
• Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and solutions, including cloud-based environments.
• Proactively communicate 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.
• Build knowledge of business problems addressed by SAS applications and of platform architectures and complex interactions between IT standards, architectures, security protocols, operating systems, databases, third-party products, and other external computing resources.

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 or industry domain.
• Support of enterprise-class business applications or solutions, including cloud-based environments.
• 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.

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