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SAS Institute Inc Hiring for Sr. Technical Support Engineer at Cary, NC Full Time
:
If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.
What we do
Why SAS
Additional Information:
Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant’s education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”
If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences or answering critical questions. Curiosity is our code, and the opportunities here are endless.
What we do
We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence. Our curiosity fuels innovation, pushing boundaries, challenging the status quo and changing the way we live.
What you’ll do
Do you jump at the chance to thoroughly investigate technical issues and not give up until the challenges are resolved? Then SAS is the right fit for you. You’ll work with experienced mentors and stay on the cutting edge of technology to resolve customer issues.
You’ll be immersed in core SAS technologies and new and emerging technologies. The most important criteria for joining our support team are:
- Eager to learn, with a passion for technology
- Great Problem Solver who is capable to “Think out of the box” when dealing with complex problems
- Willingness to go the extra mile until the customer’s problem is solved
As a Senior Technical Support Engineer, you will work with customers, internal consultants, developers, and product managers to help our customers achieve their business goals. You will primarily provide 2nd line expertise customer support for SAS Customers.
You will:
- Provide 2nd line technical support to international customers, using email, screen-sharing technology, phone, and other tools as needed.
- Interpret documentation and explaining error messages, suggesting the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the particular type of functionality that is requested, and providing limited guidance and references to help interpret the output that is produced by tools, products and/or solutions.
- Routinely utilize knowledge of complex interactions between multiple SAS system components and third-party products to recommend best practices, trouble-shoot, diagnose and resolve software problems. Potentially replicating customer environments to reproduce and debug problems.
- Work with global Technical Support teams and R&D to:
- Investigate reported issues and determine strategies for responding to the customer.
- Enter defects for verified software problems.
- Coordinate with internal teams to make fixes available to the customer.
- Keep SAS R&D abreast of reliability and maintenance topics
- Provide input on software design based on customer feedback, domain and software knowledge.
- Contribute as a stakeholder in the product lifecycle through gate reviews, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases.
- Provide both formal and informal training to Technical Support staff.
OFFICE LOCATION: This position will be located anywhere in the USA.
What we’re looking for:
Essential:
- Solid knowledge of Windows and Linux, SQL, HTML, XML, JSON and YAML
- Data bases management system experience
- Familiarity with Terraform,
- REST API syntax
- Understand and use RESTful API’s with
- Programming languages (e.g. Python)
- command-line tools (e.g. curl)
- UI’s (e.g. Postman)
- Experience supporting software as a Service (SaaS) products
- Experience with AWS/AZURE/Cloud infrastructure
- Deployment using Kubernetes and Azure
- Sas Viya
- Understanding developer tools for the various browsers to debug connectivity
Additional
- A self-starter with a can-do attitude
- Interest in learning new technologies
- Excellent written and verbal communication skills
- Fluent in written and spoken English
- Ability to work with people of varied technical/analytical backgrounds and cultures
- Ability to handle deadlines in a multitasking environment
- Ability to set and manage expectations internally and externally at all levels of technical and business management
- Ability to resolve user questions through a combination of independent study, investigative programming, and collaborative efforts with colleagues in and outside of own team
- Excellent analytical and diagnostic skills
- Knowledge of Technical Support methodologies
- Ability to travel on an infrequent basis
The Nice to Haves
- Technical Support experience
- Datadog experience
- SAS 9.4 Platform administration experience
- Swarming methodologies
Why SAS
- We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.
- Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it – and we can’t wait to see what you’ll bring.
Additional Information:
SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the Pay Transparency notice.
Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant’s education, skills and experience. Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.
In order to work at SAS, you must be fully vaccinated against COVID-19. If there is a medical or religious reason preventing you from receiving an available COVID-19 vaccination, and you are selected as a candidate for consideration, we have an accommodations process in place to evaluate those requests.
All valid SAS job openings are located on the Careers page at
www.sas.com
. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at
[email protected]
before taking any further action.
www.sas.com
. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from, for, or on behalf of SAS, please contact us at
[email protected]
before taking any further action.
