Sr. Technical Support Engineer
SAS Institute
Mexico City, Mexico
hace 1 día

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 Senior 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.

Routinely leverages that knowl resolve SAS customer issues and influence software direction.

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 documents and specifies information in the tracking system during the entire track life cycle.

  • Routinely set and manage internal and external expectations and project pressure 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.
  • Act 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. Might undertake initiatives by using appropriate tools and techniques to benefit the business.
  • What we’re looking for

  • Typically requires eight years of relevant experience in software development, 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
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.
  • Other knowledge, skills, and abilities

  • Strong working knowledge of SAS products and their applications or specialized products related to the assigned area
  • Has ability to effectively manage projects
  • 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.
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