Associate Technical Support Analyst

As an Associate Technical Support Analyst at our Pune, India location, you will be an integral part of the Technical Support Operations Command team. Your main responsibilities will include managing customer cases, troubleshooting issues, and collaborating with experts across SAS. In this role, you will have the opportunity to work closely with global teams, contribute to product quality, and provide exceptional support for SAS software applications running on multiple platforms. Your key responsibilities will involve providing end-to-end technical support, managing SAS Managed Services cases, and taking ownership of high-priority customer calls and issues. Effective communication with customers via phone, email, and Microsoft Teams, as well as accurate documentation of all customer interactions, will be crucial throughout the issue lifecycle. Additionally, you will be expected to build expertise in SAS software usage, programming, and relevant third-party tools, and contribute to proactive materials like SAS Notes and technical documents. We are looking for a highly motivated problem solver who thrives in a collaborative environment and enjoys continuous learning. You should be a curious and creative thinker with excellent research skills, able to manage multiple tasks under pressure with attention to detail, and communicate technical ideas effectively in simple language. The required qualifications for this role include a Bachelor's degree or equivalent combination of education, training, and experience, along with at least 5 years of experience in technical support or a related field. Strong knowledge of at least one operating system (Windows, UNIX, or Linux) and excellent written and verbal communication skills in English are also essential. Prior experience with complex software support or technical documentation is a plus. It would be beneficial if you have exposure to SAS language, procedures, or similar analytics tools, experience with support tools like ticketing systems, and a desire to mentor others or contribute to internal training content. This role is ideal for someone who is service-oriented, technically curious, and eager to grow in a fast-paced, global technical environment. At SAS, diversity and inclusion are core values, and we believe in the unique talents that each individual brings to our workforce. We are committed to creating a diverse and inclusive environment where everyone is valued and welcomed. If you are a proactive problem solver with a passion for technology and customer support, and you are ready to thrive in a collaborative and dynamic team, we encourage you to apply for this role and be a part of our global team at SAS.,