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Enterprise Cloud Support Specialist
hace 1 mes
Transform Data into Intelligence
We're a leader in data and AI, inspiring customers worldwide to turn data into insights and questions into answers.
This role is part of our Global MidTier Technical Support Engineer team, seeking an experienced Senior Systems Technical Support Engineer to provide top-notch technical support for our enterprise-class SAS software applications and solutions.
About the Job
The successful candidate will possess strong knowledge of complex system interactions and dependencies between multiple SAS system components, servers, applications, security providers, storage systems, hardware, cloud platforms, and third-party products.
Responsibilities include:
- Providing expert technical support to customers using or troubleshooting multi-tier software applications and/or solutions, including cloud-based environments, with a focus on SAS administrators, system administrators, and other IT personnel.
- Effective communication with customers and experts across SAS during problem resolution, accurately documenting information in case management systems throughout the entire case lifecycle.
- Routinely setting and managing internal and external expectations, project pressures, and coordinating/managing problem escalation activities and communications, as needed.
- Broadening knowledge of business problems addressed by SAS applications, platform architectures, and complex interactions between IT standards, architectures, security protocols, operating systems, databases, third-party products, and other external computing resources.
- Maintaining awareness of third-party vendors' products, advising users on how SAS software offerings compete and how to effectively use them in conjunction with these technologies.
Required Qualifications
To succeed in this position, you'll need:
- At least 5 years of relevant experience in software development, testing, a related business domain, consulting, or supporting complex software applications.
- A Bachelor's degree in Computer Science, Engineering, or a related quantitative field or industry domain.
- Familiarity with enterprise-class business applications or solutions, including cloud-based environments, and experience supporting certain SAS software applications, solutions, or components.
- Proven ability to manage escalations with guidance from others.
- Experience creating proactive support materials like knowledge articles, technical papers, sample programs, and validating software fixes and reviewing documentation for accuracy.
- Potential to serve as a coach or mentor to other Technical Support staff.
- Ability to develop and present seminars on support areas.
Your Career at SAS
We offer a dynamic, fulfilling career path coupled with flexibility and world-class employee experience. You'll be working with a debt-free multi-billion-dollar organization poised for IPO-readiness.
Your well-being matters to us; we support all dimensions of your well-being through programs that reduce stress and distractions, helping you remain healthy and productive.
Benefits Highlights
- An on-site Recreation and Fitness center offering recorded fitness classes.
- Programs focused on reducing stress and distractions to promote overall well-being.
Diversity and Inclusion
We believe our diverse workforce brings unique talents, inspiring teams to create amazing software reflecting the diversity of our users and customers. Our commitment to diversity is a priority to our leadership.
