Analytical Technical Support Engineer
Vor 4 Tagen
At SAS, where you start doesn't have to be where you end; and there is ample opportunity for internal career mobility.
Whether you're looking to grow a new skill or experience a new role, there's no time like the present to take the next step and we're here to support you in your journey.Analytical Technical Support EngineerLocation : Across APAC (Hybrid)About the jobThe Analytical Technical Support team is looking for an Analytical Technical Support Engineer to provide technical support for analytical enterprise-class SAS software applications and/or solutions by applying specialized domain knowledge of advanced analytics, software usage, features, functions, and interactions among applications and/or solution components.
This person routinely leverages that knowledge to resolve SAS customer issues and influence software direction.Primary Responsibilities :Provides technical support for customers using or troubleshooting enterprise-class multi-tier software applications, including cloud-based environments, with a focus on statistical and quantitative end users.Proactively communicates 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.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).Builds knowledge of SAS and specialized advanced analytical and business domain knowledge.
Applies expertise in analytical techniques to interpret documentation, suggest appropriate software features, SAS procedures, products, and/or solutions, and troubleshoot, diagnose, and resolve complex analytical and business domain problems and business-critical issues that involve multiple areas of the SAS system.Keeps abreast of other vendors' products and advises users on how SAS software offerings compete, and/or how to effectively use SAS in conjunction with the vendors' products.Engages as a stakeholder throughout the product lifecycle with other groups/divisions, including Research and Development.
Leverages knowledge of analytics, analytical experience, domain and software knowledge, and customer feedback to enhance the quality and design of future software releases.Reviews product documentation and education courses for technical accuracy, consistency, and user perspective.
Collaborates with documentation and education staff on modifications to these deliverables.Shares product knowledge by authoring software usage, problem, or sample notes, technical papers, technical presentations, and engaging in the SAS Communities.Suggests, manages, and implements special projects to assist Technical Support, users, or other teams using appropriate advanced analytics tools and techniques.Additional Responsibilities :Broad knowledge of SAS products and their applications or specialized products related to the assigned area.Increasing responsibility regarding support of enterprise-class business applications or solutions, including cloud-based environments.Responsible for the support of SAS analytical software applications, solutions, or software components.Manages escalations with assistance and guidance from others.Validates software fixes and reviews documentation for technical accuracy, completeness, consistency, and user perspective.Might serve as a coach or mentor to other Technical Support staff.Develops and presents seminars in the analytics area.Serves as a resource to global technical support staff and other departments/divisions.Might represent the company at SAS conferences, trade shows, and user group meetings when needed.Might travel to or provide remote services to customer sites on a contract basis for software programming assignments.Effectively communicates across departments within the division to solve problems.Has excellent verbal and written communication skills and interpersonal skills.Can determine software circumventions when fixes are not feasible.Requirements :Bachelor's degree in Statistics, Data Science, or a related quantitative or analytics field; advanced degree strongly preferred.Typically requires five years of relevant experience in software development, software testing, an applicable business domain, software consulting, or complex software applications support.General knowledge of SAS products and their applications or specialized products related to the assigned area.Working knowledge of SAS products in Mining, Forecasting, and Decisioning areas is advantageous :SAS Intelligent Decisioning, SAS Visual Forecasting, SAS Model Manager (SAS Viya), SAS Enterprise Miner, SAS Visual Data Mining and Machine Learning, SAS/STAT.Effectively communicates and works across departments within Technical Support to solve problems.Can determine software circumventions when fixes are not feasible.Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.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.#J-18808-Ljbffr
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Central Coast, Österreich Tideri Jobbörse VollzeitAt SAS, where you start doesn't have to be where you end; and there is ample opportunity for internal career mobility.Whether you're looking to grow a new skill or experience a new role, there's no time like the present to take the next step and we're here to support you in your journey.Analytical Technical Support Engineer Location : Across APAC (Hybrid)...
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