Senior Associate Technical Support Engineer

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About the job

The Technical Support Team is looking for a Senior Associate Technical Support Engineer to support different solutions on different industries , , .

The Technical Support Team provides technical support for enterprise-class SAS business software applications and solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solutions components.

As a Sr Associate Technical Support Engineer, you will:

• Provide technical support (collect information, analyse and troubleshoot) for customers who are using or troubleshooting enterprise-class multi-tier software applications in different solutions
• Proactively communicate carefully and 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 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.
• Routinely build knowledge of SAS and specialized technical and business domain knowledge. Apply expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and solutions, and to troubleshoot, diagnose and resolve complex business domain and technical problems and business critical issues that involve multiple areas of the SAS system.
• Manager stakeholder in the product lifecycle with other groups/divisions, including Research and Development, to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, and customer feedback. Act as an advocate for the customer.
• Review product documentation and education courses for technical accuracy, consistency, and users point of view. Collaborate with documentation and education staff on modifications to these deliverables.
• Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other teams. Might undertake initiatives by using appropriate tools and techniques to benefit the business.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Minimum 2 years of experience in technical position (Technical Support, Consultant, Developer, etc, ), supporting complex software applications, software development, software testing, an applicable business domain or software consulting.

• Bachelors degree in computer science, Engineering or related quantitative field or industry domain.

• Fluency in English.

• Passion in developing a career towards customer facing & technical support role

• Strong verbal and written communication skills and excellent interpersonal skills

• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Continuous learning attitude
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Knowledge of ITSM tools (e.g. Zendesk, ServiceNow CSM, etc. for case handling),

• SAS (9.4 or Viya),

• Kubernetes basics (pods, logs, deployments).