IT/System Technical Support Engineer

Job Locations ES-Madrid
Requisition ID
20045353
Job Category
Technical Support
Travel Requirements
None

 

 

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

As a Technical Support Engineer, you will work with customers, internal consultants, developers and product managers to help our customers achieve their business goals. You will provide customer support for a variety of SAS products and solutions.

 

You will:

  • Provide first and second level support for external and internal customers using our enterprise-class SAS products and solutions. You will liaise with R&D to diagnose product architecture, deployment, performance and configuration issues, in a time-critical manner.
  • 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.
  • Provide both formal and informal training to Technical Support staff.

 

Work with global Technical Support teams and R&D to:

  • Investigate reported issues and determine strategies for responding to the costumer.
  • Enter defects for verified software problems.
  • Coordinate with internal teams to make fixes available to the costumer.
  • Keep SAS R&D abreast of reliability and maintanance topics.
  • Provide both formal and informal training to Technical Support staff.
  • 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.

What we’re looking for

  • Bachelor’s degree in Computer Science or related field, or equivalent experience
  • At least 5 years of relevant experience in supporting complex software applications.
  • Excellent analytical and problem-solving skills
  • Ability to diagnose a broad range of problems 
  • Experience with Java, XML, RDBMS, SQL
  • Experience with various operating systems, including familiarity with LINUX, UNIX, Windows and J2EE based enterprise software and web application servers
  • Specific knowledge of one or more database systems including Oracle, DB2, PostgreSQL, SQL Server
  • Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines
  • You’re curious, passionate, authentic and accountable. These are our valuesand influence everything we do. 

The nice to haves

  • Experience working with SAS solutions
  • Technical support experience supporting enterprise, multi-tiered software applications and/or solutions
  • Experience with AWS/AZURE/Cloud infrastructure
  • Hardware knowledge of storage, network, CPU, and memory
  • SAS Certifications 

 

Other knowledge, skills, and abilities

  • A self-starter with a can-do attitude
  • 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
  • Knowledge of Technical Support methodologies

 

OFFICE LOCATION: This position will be located anywhere in EMEA

 

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:

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 Recruitingsupport@sas.com before taking any further action.

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