Senior Technical Support Engineer

Requisition ID
Job Category
Technical Support
Travel Requirements

Company Overview

Germany SAS



SAS is the global leader in analytics, with more than 40 years of industry leading innovation and award winning culture. Our employees are the heart of our business. With your help, we’ll continue to evolve and lead the way into the next frontier of analytics.

By joining the SAS Technical Support team, you will engage with customers post implementation by supporting their SAS environments. Most interaction will be remote with occasional onsite requirements. This is a global team with a follow-the-sun model. In supporting SAS technologies, you will enable customers to get the best results from their SAS solutions.

Reporting to the Senior Manager for Technical Support, the Senior Technical Support Engineer, will provide support for enterprise-class SAS deployment by applying knowledge of a particular platform or set of industry technologies. In this role, it is important to understand the complex interactions and dependencies between multiple SAS system components, servers, applications, security providers, storage systems, hardware, and third-party products. You will also need to routinely leverage that knowledge to resolve SAS customer issues and influence software direction.


The Senior Technical Support Engineer role will have the following responsibilities:

  • Routinely provides technical support to multiple customers.
  • Directly assists with SAS installation, deployment, and configuration issues.
  • Applies IT domain knowledge and an understanding of the business problems that are addressed by SAS applications and/or solutions to assist customers.
  • Resolution of complex problems that involve multiple areas of the SAS system.
  • Utilizes knowledge of SAS platform architectures and complex interactions between IT standards, architectures, security protocols, operating systems, databases, third party products, and other external computing resources when troubleshooting issues. Reviews network and system usage to diagnose system performance problems.
  • Might replicate customer environments in order to reproduce and debug problems.
  • Keeps abreast of emerging industry standards and trends, new technologies.
  • Communicates effectively with customers of various technical levels whilst maintaining proactive contact during the problem resolution process.
  • Manages project pressures including escalation activities and customer expectations.
  • Builds and applies expertise in emerging SAS technologies, portfolio offerings and third party requirements/software.
  • Serves as a liaison between the user community and the rest of SAS.
  • Acts as an advocate for the customer.
  • Collaborates with other Technical Support staffs during troubleshooting when system and architecture related issues are involved.


Essential experience:

  • Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
  • Experience with SAS E-Minor and SAS/Stat.
  • It is also desirable to have experience with; Forecast Studio, JMP, Model Manager and Enterprise Guide
  • Good problem solving, organizational, decision-making, written, oral and interpersonal skills
  • Ability to work independently as well as being a team player
  • Previous experience supporting complex enterprise software applications in System Integration projects or Technology and Operation environments.
  • 5 to 8 years of relevant experiences in technical consulting, systems engineering and/or applications development, enterprise software consulting, supporting complex enterprise software applications in System Integration projects or Technology and Operation environments.
  • Experience with Mid-Tier applications such as Websphere, Weblogic or JBoss
  • Must possess sound knowledge of Operating Systems inclusive Microsoft Windows, Linux and various Unix platforms such as AIX and Solaris.


About SAS:


SAS helps organisations drive value from data. This includes detecting fraud, transforming customer experiences, and even finding cures for diseases. We give customers a 360-degree view of their business – from reporting on historical data, to real-time decisioning, through to forecasting future possibilities based on historical trends. We are also leading the way in the development of emerging technologies such as machine learning, deep learning and artificial intelligence.  


If you are interested in furthering your career in analytics, there’s no better place than SAS. In joining SAS Australia, you will have access to many benefits including superannuation matching (up to 3%), holiday and leave entitlements, discounts on health insurance, social activities and more. Additionally, you can get your hands on new SAS technologies with access to free online training and lifelong learning opportunities.

With 2,500 employees in Asia Pacific and more than 14,000 worldwide, SAS has an extensive network of subject matter experts ready to apply their expertise to some of the world’s biggest challenges. The SAS Australian offices are located in; Sydney, Melbourne, Canberra, Brisbane and Perth. These offices are made up of approximately 200 employees and is the perfect place to be if you want a career in analytics. From a market standpoint, SAS has a dominating presence in over 83,000 customer sites, ranging from telecommunications, banking, retail, manufacturing, government and others.

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