Systems Technical Support Engineer

Job Locations Hong Kong | CN-11-Beijing | HK-Hong Kong | TW-Taipei | Seoul | JP-Tokyo | AU-NS-Sydney | ID-Jakarta | MY-Kuala Lumpur | NZ-Wellington | PH-Manila | ...
Requisition ID
Job Category
Technical Support
Travel Requirements

Company Overview

Germany SAS


Systems Technical Support Engineer - BI Platform Support



As a Technical Support Engineer based in the AP region, you will work with customers, internal consultants, developers, and product managers to help our customers achieve their business goals for the following area


  • SAS Visual Analytics software, SAS Mobile BI, SAS Enterprise Guide and SAS Add-in for Microsoft Office.
    • Usage issues and/or installation, configuration and midtier components.

You will also provide customer support for some or all of the following areas:


  • SAS Business Intelligence software (SAS Web Report Studio, SAS BI Dashboard, SAS Information Delivery Portal, and other BI client products, as needed)
  • Web-based, desktop, and mobile clients.


For issues related to usage and/or installation, configuration and midtier components.


Your regular duties will include:

  • Providing technical support to global customers, using Phone, Email, WebEx and other tools as needed to understand what business objectives the customer is trying to achieve.
  • Interpreting 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 utilizing knowledge of SAS platform architectures and 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 in order to reproduce and debug problems.
  • Working 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 activities related to the product lifecycle, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases.
  • Providing both formal and informal training to Technical Support staff.
  • Keeping abreast of new products and technologies.
  • Performing other duties as assigned.



OFFICE LOCATION: This position will be located in a SAS office of the Asia Pacific region. That includes China, Hong Kong, Taiwan, Korea, Japan, Australia, India, Indonesia, Malaysia, New Zealand, Philippines, Singapore and Thailand.



  • Experience with SAS Visual Analytics, SAS Enterprise Guide, SAS Add-in for Microsoft Office for issued related to usage and/or installation, configuration and midtier components.
  • Experience with Android, iOS and iPad/iPhone.
  • Knowledge of either: 
    • at least three of the following browsers Internet Explorer, Mozilla Firefox, Safari, Google Chrome,
    • or at least two of the following web application servers: BEA WebLogic Server, IBM WebSphere Application Server, JBoss Application Server, Apache HTTP Server.
  • Experience with Performance Tuning, IWA, SSL, Proxy Servers, Single Sign On.
  • Working knowledge of multiple operating systems, especially UNIX and Windows.
  • Excellent ability to resolve user questions through a combination of methodologies, independent study, investigative programming, and collaborative efforts with team members.
  • Very good written and spoken English.


  • Familiarity with a broad range of SAS products.
  • Excellent written and verbal communication skills.
  • Fluent in written and spoken English.
  • Ability to work with people of varied technical backgrounds and cultures.
  • Ability to handle deadlines in a multitasking environment.
  • Knowledge of Technical Support methodologies.
  • Ability to travel on an infrequent basis. 


  • Familiarity with Viya concepts.
  • Experience with at least two products of the SAS BI Client product offering, such as, SAS Web Report Studio, SAS BI Dashboard, or SAS Information Delivery Portal.
  • Knowledge of the following web application servers: Apache HTTP Server and Apache Tomcat.
  • Familiarity with BEA WebLogic Server, IBM WebSphere Application Server, JBoss Application Server.
  • Understanding of client-side technologies like HTML5, JavaScript and Adobe Flash.
  • Understanding of a broad range of SAS products and technologies including Visual Analytics, SAS Grid, Foundation Services, BI Services, Foundation Servers (including Metadata Server, Object Spawner, Workspace Server and STP Server), LASR server.
  • Familiarity with Apache Hadoop.
  • Familiarity with advanced web technologies including portlets, web authentication, DAV, SSL, web services, SOA, and SOAP.


Additional Information


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. Please explain your motivation for seeking this opportunity.


Please submit Resume or CV in English.



Great work. Dynamic Talent. Awesome Culture!


“Because we eliminate unnecessary distractions and help relieve everyday stress, our employees are happier, healthier and proud of the difference their work makes” – Jim Goodnight, CEO, SAS


If you have to spend, on average, 54% of your waking hours at work, why not do something meaningful – that you can be proud of?

SAS is making a difference in people’s lives all around the world. Now, it is your turn to give people “The power to Know”.


Come join a team of dynamic individuals and contribute to a winning culture!


About SAS


SAS is the leader in analytics. Through innovative analytics, business intelligence and data management software and services, SAS helps customers at more than 80,000 sites make better decisions faster. Since 1976, SAS has been giving customers around the world THE POWER TO KNOW®.

SAS is the first company to call when customers need to solve complex business problems, achieve key objectives and manage their information assets more effectively.

Watch SAS Overview Interactive Tour to learn how SAS fulfills its mission and vision. Find out how SAS provides more than just software by creating innovative solutions to business problems. Hear why customers view their relationship with SAS as a partnership that they can rely on for many years.



SAS delivers proven solutions that drive innovation and improve performance.



Approachable | Customer-Driven | Swift & Agile | Innovative | Trustworthy



Best workplace awards attract top talent.


Year after year, SAS ranks high on a variety of lists for best places to work – not only in the US but around the world. This recognition validates the strong connection we’ve made between culture and creative minds. We want to attract smart people – and keep them.


“95 percent of my assets drive out the gate every evening. It’s my job to maintain a work environment that keeps those people coming back every morning.” – Jim Goodnight, CEO, SAS


About SAS R&D India


SAS R&D India (Pvt.) Ltd., a wholly owned subsidiary of SAS Inc., USA, is a key development center for Research and Development of products and solutions for SAS. The Pune office, being the largest R&D center outside the US, is focused on developing strategic products and solutions of SAS.

  • A leading SAS R&D centre, established in 2000, based on delivery, innovation and passion
  • Located in Magarpatta City in Pune – a modern integrated township including STPI and SEZ units
  • An environment for people with long term commitment, building leading edge enterprise software products
  • Apart from R&D, the center also hosts various other teams such as Product Management, Enterprise Excellence, Pre-sales, Tech Support, User Experience, Technical Publication, Professional Services and Hosting support team for our SaaS division


Our Culture


Passion With a Purpose

SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people’s lives. And an award-winning culture that makes it all possible.


Trust From the Top Down

The SAS Culture promotes the value “Trustworthy”.  By encouraging all staff to be Trustworthy we achieve two purposes.   First, the leadership at SAS trusts our employees to get the job done.  Second, our employees, in turn, have a high level of trust in decisions that are being made to keep SAS both stable and successful.  Our management style is approachable.  The lines of communication – as well as our doors – are always open.


Smart, Approachable People

Direct access to the answers you need is encouraged at SAS because we believe great ideas can come from anywhere. Interns and PhDs. Millennials and baby boomers. R&D techs and consultants. All from diverse backgrounds. And all working alongside one another. Some days it’s hard to distinguish who’s learning from whom because of the collaborative atmosphere.


Growth Opportunities

SAS recognizes that the future of our business is based on the investment we make in our current workforce. We encourage keeping minds sharp and continually improving skill sets through programs, resources and a long tradition of mentoring. We are committed to helping our people realize their fullest potential. This commitment includes equipping them to successfully navigate their chosen career path or supporting them through the process of reinventing themselves professionally.


Energized Environment

We’re not making widgets. We’re a knowledge company. So SAS provides an environment that fosters innovation.

We frequently engage teams of all sizes in broad-ranging events and activities designed to ignite creativity, spur innovation and build unity with the full blessing of executive leaders who recognize the long-term value of team building. The unique character of our company tends to attract people who are truly passionate about their work and we’re committed to keeping them that way.


Overall Well-being

A culture attuned and responsive to employees’ needs. Happy, healthy, well-rounded people are SAS’ greatest assets. They bring their passionate engagement with life to the workplace and the results are exceptional!

Our benefits are part of who we are, and they’re designed to take care of employees and keep them healthy, whether physically, emotionally, financially and/or socially.




SAS Research & Development (India) Pvt. Ltd.                                                                      Know more about SAS R&D India

Level 1, 2A & 3, Tower 5, Cybercity
Magarpatta, Hadapsar,                                                                                             
Pune - 411 013
Tel: +91-20-4911 8888


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