.Senior Systems Technical Support Engineer - HybridAbout the jobThe Global MidTier Technical Support Engineer team is looking for a Senior Systems Technical Support Engineer to provide technical support for enterprise-class SAS software application and/or solutions installations by applying knowledge of a particular platform or set of industry technologies. Understand the complex interactions and dependencies between multiple SAS system components, servers, applications, security providers, storage systems, hardware, cloud platforms and third-party products. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.As a Senior Systems Technical Support Engineer, you will:Provide technical support for customers who are 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 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 (outside business hours for business-critical problems as appropriate).Routinely build knowledge of the business problems that are 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. Applies expertise to interpret documentation, to suggest appropriate features in SAS software and/or supporting systems software or infrastructure, and to troubleshoot, diagnose and resolve complex problems and business critical issues that involve the SAS and IT technology areas listed above.Keep abreast of third party vendors' products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors' technologies.Required Qualifications5 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 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
