Senior Technical Support Data Specialist

Job Locations PT-Lisbon | ES-Madrid | ES-Barcelona | RO-Bucharest | HR-Zagreb | CZ-Prague | PL-Warsaw | IT-Milan | RS-Belgrade | SK-Bratislava | IE-Dublin | ...
Requisition ID
20048572
Job Category
Technical Support
Travel Requirements
25%

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, as well as 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 Global 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: REMOTE - Could be located anywhere in EMEA

 

What we’re looking for

  • Solid knowledge of Windows and Linux, SQL, HTML,
  • 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

 

The nice to haves

  • Technical Support experience
  • Programming languages (e.g. Python), command-line tools (e.g. curl) or UI’s (e.g. Postman) to make use of RESTful API’s
  • Datadog and Postman experience
  • SAS 9.4 Platform administration experience
  • Swarming methodoliges

 

 

Other knowledge, skills, and abilities

  • 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

 

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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#REMOTE

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