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Senior Systems Technical Support Engineer

hace 1 mes

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

The Global MidTier Technical Support Engineer team is seeking a Senior Systems Technical Support Engineer to provide technical support for enterprise-class SAS software applications and/or solutions installations by applying knowledge of a particular platform or set of industry technologies.

As a Senior Systems Technical Support Engineer, you will:

  • 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 (outside business hours for business-critical problems as appropriate).
  • 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.

Required Qualifications:

  • 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.

You're curious, passionate, authentic, and accountable.

Benefits Highlights:

  • Our Recreation and Fitness center offers recorded fitness classes to help you fit movement into your day.
  • Your well-being matters, and that's why we support all dimensions of your well-being by offering programs that reduce stress and distractions to help you remain healthy and productive.

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.