Senior Systems Technical Support Specialist

hace 1 semana

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. As a key member of the team, you will apply your knowledge of complex software interactions and dependencies to resolve customer issues and influence software direction.

Key Responsibilities

  • Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and 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, coordinating problem escalation activities and communications as needed.
  • Build knowledge of business problems addressed by SAS applications and platform architectures, applying expertise to interpret documentation and suggest appropriate features in SAS software.
  • Keep abreast of third-party vendors' products and advise users on how to effectively use SAS in conjunction with these technologies.

Requirements

  • 5 years of relevant experience in software development, testing, or a related field.
  • Bachelor's degree in Computer Science, Engineering, or a related quantitative field.
  • Support of enterprise-class business applications or solutions, including cloud-based environments.
  • Experience in managing escalations and creating proactive support materials.
  • Ability to serve as a coach or mentor to other Technical Support staff.

About SAS

SAS is a leader in data and AI, inspiring customers worldwide to transform data into intelligence. We're a debt-free, multi-billion-dollar organization on our path to IPO-readiness, offering a dynamic and fulfilling career with flexibility and world-class employee experience.

Benefits Highlights

  • Recreation and Fitness center with recorded fitness classes.
  • Well-being programs to reduce stress and distractions.

Diverse and Inclusive

SAS values diversity and inclusion, welcoming individuals from all backgrounds to join our team. We believe our people make the difference, and our diverse workforce brings unique talents and inspires teams to create amazing software.

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