Senior Technical Support Engineer

SAS Institute - Heidelberg, DE

- Senior

Hybrid - Heidelberg, DE

Educational Services

About the position

The Senior Technical Support Engineer 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. As a Senior Technical Support Engineer, you will: * Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments. * Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case 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. * You're curious, passionate, authentic and accountable. These are our values and influence everything we do.

Responsibilities

• Provide technical support for customers using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• Proactively communicate with customers and experts across SAS during the problem resolution process.
• Accurately document and specify information in the case management system during the entire case life cycle.
• Set and manage internal and external expectations and project pressures at all levels of technical and business management.
• Coordinate/manage problem escalation activities and communications for business-critical problems as appropriate.
• Build knowledge of SAS and specialized technical and business domain knowledge.
• Interpret documentation, suggest appropriate software features, SAS procedures, products, and/or solutions, and troubleshoot complex problems.
• Keep abreast of other vendors' products and advise users on effective use of SAS software offerings.

Requirements

• 8 years of relevant experience in software deployment, software testing, an applicable business domain, software consulting, or supporting complex software applications.
• Bachelor's degree in Computer Science, Engineering or related quantitative field or industry domain.
• General knowledge of SAS products and their applications or specialized products related to the assigned area.
• Excellent verbal and written communication skills and excellent interpersonal skills.
• Effective communication and work across departments within Technical Support to solve a problem.
• Determination of software circumventions when fixes are not feasible.
• An equivalent combination of related education, training and experience may be considered.