Analytical Technical Support Engineer

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Analytical Technical Support Engineer

Location: Across APAC (Hybrid)

About the job

The Analytical Technical Support team are looking for a 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 outinely leverages that knowledge to resolve SAS customer issues and influence software direction.

Primary Responsibilities:

• Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications, including cloud-based environments, and/or solutions with a focus on statistical and quantitative end users.
• Proactively communicates carefully and 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.
• Routinely sets and 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).
• Routinely builds knowledge of SAS and specialized advanced analytical and business domain knowledge.  Applies expertise in analytical techniques to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex analytical and business domain problems and business critical issues that involve multiple areas of the SAS system. Provides references for formulas and analytical techniques that our algorithms use, where possible.
• Keeps abreast of other vendors’ products. Advises users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products.  Contacts vendors to report problems and obtain information.
• Engages as a stakeholder throughout the product lifecycle with other groups/divisions, including Research and Development. Leverage knowledge of analytics, analytical experience, domain and software knowledge, and customer feedback to enhance the quality and design of future software releases. Proactively influence product direction by advocating for customer needs and incorporating valuable insights gained from customer feedback.
• Reviews product documentation and education courses for technical accuracy, consistency, and user’s point of view.  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.  Might undertake initiatives by using appropriate advanced analytics tools and techniques to benefit the business.

Additional Responsibilities

• Broad knowledge of SAS products and their applications or specialized products related to the assigned area
• Has 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/or user’s point of view.
• 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 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 communicate and across departments within the division to solve a problem
• Has excellent verbal and written communication skills and interpersonal skills disciplines
• Can determine software circumventions when fixes are not feasible

Requirements

• Bachelor’s degree in Statistics, Data Science, or related quantitative or analytics field or industry domain; 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 the following 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 communicate and work across departments within Technical Support to solve a problem
• 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. Read more: Know Your Rights. Also view the Pay Transparency notice.

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.

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