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Senior System Technical Support Engineer – Remote or Hybrid
Cary, NC location is preferred, but willing to consider well qualified United States remote worker.
Nice to meet you!
We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence and questions into answers.
We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you’re looking for a dynamic, fulfilling career coupled with flexibility and world -class employee experience, you’ll find it here.
About the job
The SAS Technical Support Weekend Oncall Team (i.e. SWOT) is looking for a Senior System Technical Support Engineer to provide technical support for the installation, configuration and administration of SAS software.
Our team of SAS platform support generalists works a combination of weekdays and weekends. On weekends we are like the fire fighters of SAS Tech Support! Were always ready to respond and collaborate to put out the fires.
As a Senior System Technical Support Engineer, you will :
- Provide first and second level support for external and internal customers
- Prioritize, diagnose and manage customer reported problems including writing thorough, detailed problem descriptions
- Utilize knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems.
Might replicate customer environments to reproduce and debug problems.
- A significant portion of your day will include working with customers who are experiencing outages or interruption in service related to their SAS Business Intelligence software
- Communicate with the customer by phone, email, and remote screen sharing sessions while troubleshooting the problem
- Prepare and review written documentation
- Record and manage confirmed software bugs
- Provide product feedback to development and marketing
NOTE :
This position is part of a dedicated team which does weekend on-call support from Friday 7 pm until Sunday around 7 pm. During onboarding, you will work Monday-to-Friday standard office hours (and not weekends).
After onboarding, you will switch to a schedule including Tuesday-to-Thursday (working standard office hours) plus of the weekend (performing on-call support).
You will participate in a three-week rotation where the weekdays stay the same, but the weekend oncall hours will be different each weekend.
Role Competencies
- Collaborating – Working cooperatively with others to help a team or work group achieve its goals.
- Communication – Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message;
listening actively to others.
Continuous Learning – Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities;
using newly gained knowledge and skill on the job and learning through their application.
Technical / Professional Knowledge & Skills – Having achieved a satisfactory level of technical, functional, and / or professional skill or knowledge in position-related areas;
keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.
Work Standards – Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks;
self-imposing standards of excellence rather than having standards imposed.
Required qualifications
- Bachelor’s or Masters degree in computer science
- 8+ years of experience programming, testing, software consulting, technical support or supporting complex software applications (with at least 2 years doing support work)
- An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
- Support experience with multiple tier software systems, running on Unix / Linux and Microsoft Windows Server Operating system, and utilizing java web application servers (e.
g. Tomcat, WebSphere, Weblogic or JBoss) and database servers
Experience debugging enterprise, multi-tiered software applications and / or solutions which are running in production and over remote screen sharing with customers.
Therefore, you would be familiar with the higher pressure involved when there is significant business impact.
- Workign competency in at least one of the following operating systems, but familiar with all : Windows, Unix or Linux. Linux administration experience is preferred.
- Willing and able to work all scheduled weekend oncall shifts as noted above
- Excellent communication skills. This involves the ability to compose emails with impeccable spelling and grammar, speak confidently and courteously, and adeptly distill complex solutions into easily understandable language for our customer base.
- Youre curious, passionate, authentic and accountable. These are our values and influence everything we do.
Preferred Qualifications
- Ability to resolve user questions through a combination of independent study, investigative programming, and especially collaborative efforts with team members
- Platform administration experience with SAS 9 or Viya or similar architecture
- SAS Certifications
- Experience working with cloud technologies (Docker, Kubernetes); Azure / AWS / GCP / OpenShift infrastructure experience
- Knowledge of file system security
- Knowledge of TCP / IP and networks
- Familiarity with advanced web technologies including web authentication, DAV, TLS / SSL, web services, and SOAP
- Knowledge of any of the following : IBM WebSphere, JBoss, Tomcat, SAS Web Application Server
World-Class Benefits
Highlights include…
- Comprehensive medical, prescription, dental and vision plans with a low annual deductible and copays.
- Onsite Health Care Center (HQ) thats free to employees and covered family members.
- Onsite pharmacy (HQ) where a 30-day supply of any generic drug costs $5 or less. Not local? They ship for free.
- An industry-leading 401k plan.
- Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
- Volunteer Time Off, parental leave and unlimited paid sick days.
- Generous childcare benefits for all full-time employees.
Diverse and Inclusive
At SAS, its not about fitting into our culture its about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers.
Our commitment to diversity is a priority to our leadership, all the way up to the top; and its essential to who we are.
To put it plainly : you are welcome here.
Additional Information :
To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status.
SAS is an equal opportunity / Affirmative Action 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 : Know Your Rights. Also view the Pay Transparency notice.
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.
SAS only sends emails from verified sas.com email addresses and never asks for sensitive, personal information or money.
If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact [email protected].
1 day ago
