Senior Systems Technical Support Specialist
hace 4 semanas
About the Job:
The Global MidTier Technical Support Engineer 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.
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.
- 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.
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