Senior Systems Technical Support Specialist

hace 10 horas

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/or solutions installations. This role requires a deep understanding of complex interactions and dependencies between multiple SAS system components, servers, applications, security providers, storage systems, hardware, cloud platforms, and third-party products. The successful candidate will leverage this knowledge to resolve SAS customer issues and influence software direction.

Key Responsibilities

- Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and/or solutions, including cloud-based environments, with a focus on SAS administrators, system administrators, and other IT personnel.
- Proactively communicate with customers and experts across SAS during the problem resolution process, accurately documenting and specifying information in the case management system throughout the case life cycle.
- Routinely set and manage internal and external expectations and project pressures at all levels of technical and business management, including coordinating/managing problem escalation activities and communications as needed.
- 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. 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.

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 a related quantitative field or industry domain.
- 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.

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