Associate Technical Support Engineer - Kuala Lumpur, Hybrid

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About the job

The Technical Support Team is looking for an Associate Technical Support Engineer to provide technical support for enterprise-class SAS business software applications and/or solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components. The team is a global-based team working from various locations and time zones to provide the best support to our clients worldwide.

As an Associate Technical Support Engineer, you will:

Summary:

Provides technical support for enterprise-class SAS business software applications and/or solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components. Routinely leverages that knowledge to resolve SAS customer issues and influence software direction.

Primary Responsibilities:

• Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process.  Accurately documents and specifies information in the case management system during the entire case life cycle.
• Routinely sets and manages 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 builds knowledge of SAS and specialized technical and business domain knowledge.  Applies expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex business domain and/or technical problems and business critical issues that involve multiple areas of the SAS system.
• Keeps abreast of other vendors’ products. Advises users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products.  Contacts vendors to report problems and obtain information.
• Stakeholder in the product lifecycle with other groups/divisions, including Research and Development, to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, and customer feedback.  Acts as an advocate for the customer.
• Reviews product documentation and education courses for technical accuracy, consistency, and user’s point of view.  Collaborates with documentation and education staff on modifications to these deliverables.
• Shares product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.
• Suggests, manages, and implements special projects to assist Technical Support, users, or other teams.  Might undertake initiatives by using appropriate tools and techniques to benefit the business.

Knowledge, Skills and Abilities

• Can assimilate technical material and handle deadlines in a multiple task environment
• Has excellent verbal and written communication skills and excellent interpersonal skills
• Gives attention to detail
• Awareness of Technical Support tools and policies

Required qualifications

• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• Typically requires six months of experience in programming, software development, testing, consulting, or support.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

You are welcome here.

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

At SAS Australia, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through SAS’s technology and people and we welcome First Nations applicants. Please see our Reconciliation Action Plan for more information.

Additional Information:

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 Recruitingsupport@sas.com.

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