Principal Technical Support Engineer

---

Job description

:
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

We're looking for a Principal Technical Support Engineer. As a Principal Technical Support Engineer on the Financial Crimes Technical Support team at SAS, you will be part of a global team that provides support for Fraud and Security Intelligence solutions. Our products enable banks and other financial institutions to prevent theft and money laundering. These solutions also give law enforcement agencies the tools they need to more effectively track down criminals and prevent crime.

You will:

Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions.

Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process.

Accurately document and specify information in the tracking system during the entire track life cycle.

Routinely set and manage 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 build knowledge of SAS and specialized technical and business domain knowledge.

Apply 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.

Keep abreast of other vendors' products.

Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors' products.

Contact 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.

Review product documentation and education courses for technical accuracy, consistency, and user's point of view.

Collaborate with documentation and education staff on modifications to these deliverables.

Share product knowledge by authoring software usage, problem, or sample notes, technical papers, technical presentations, and engaging in the SAS Communities.

Suggest, manage, and implement special projects to assist Technical Support, users, or other teams.

Additional Responsibilities

Become recognized within Technical Support as an expert in their area.

Provide guidance and input to others on how to handle escalations and demonstrate best practices for handling multiple escalations.

Take initiative by suggesting, managing and/or implementing special projects to improve the level of support offered by the entire Technical Support Division.

Take an increasingly active role in product, solution, or platform direction.

Act as a positive role model for others in their department and division. Diplomatically handle issues with customers by working within and across departments and divisions.

Anticipate needs (e.g. training or documentation) within your department or the Technical Support Division as a whole and take action to meet those needs.

Demonstrate leadership within the division. Support and lead global Technical Support initiatives.

Make contributions to the Division as a whole.

What we're looking for

Experience working with SAS solutions

Experience working with cloud technologies (Docker, Kubernetes)

Experience with Java, XML, RDBMS, SQL

SAS programming experience

Experience with HTML, JavaScript, and CSS

18+ years of experience working within a Technical Support Division

Technical support experience supporting enterprise, multi-tiered software applications and/or solutions

Specific knowledge of one or more database systems including Oracle, DB2, Postgres, SQL Server, and/or Teradata

You're curious, passionate, authentic and accountable. These are our and influence everything we do.

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:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: . Also view the supplement , and the notice.

Equivalent combination of education, training and experience may be considered in place of the above qualifications. 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. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

Want to stay up to date with life at SAS, products and jobs? Follow us on LinkedIn