Manager, Technical Support Engineering (Customer Intelligence Support - Americas/US)

Job Description

Manager, Customer Intelligence Technical Support – Americas

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.

About the Job

As Manager, CI Technical Support, you will be responsible for managing Technical Support Engineering staff who assist internal and external customers who are using SAS CI solutions. You are responsible for the quality of support, including the effectiveness of assistance provided, and issue troubleshooting & resolution. You will lead a team of talented technical support professionals to deliver exceptional support & customer experiences and collaborate with peers across functions to achieve business outcomes. 

As a Manager, CI Technical Support, you will: 

• Oversee the technical support for CI customers in your regional area. Ensure the quality of technical support provided and take steps to improve it. 
• Routinely set and manage expectations, including escalation activities and service level commitments, for internal and external customers (outside business hours for business-critical problems as appropriate). Work with customers, staff, and other divisions to resolve problems and escalations in a timely manner. 
• Continually build and apply specialized technical and business domain knowledge, and knowledge of other vendors’ products, where applicable, to assist staff.
• Work closely with the Technical Support Directors of CI and Solutions to develop and implement a comprehensive support strategy for CI, aligned with the function & company objectives, focusing on enhancing customer satisfaction and retention. 
• Strategize with technical support staff in their role in the software product lifecycle to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, vendor comparisons, and customer feedback.  Act as an advocate for the customer. 
• Provide technical assistance and direction to staff.  Promote professional development among staff. Ensure staff members build additional skills by learning emerging technologies, SAS technologies, portfolio offerings, and third-party software.  Conduct performance appraisals and provide ongoing performance feedback to direct reports.
• Interact with and provide assistance to technical support staff and management counterparts in other departments/teams/divisions.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other departments/teams/divisions. 
• Support content & knowledge management practices through the capture, sharing and reuse of critical information. Optimize support team resources by enabling self-service, efficiency, and automation. 
• Collaborate closely with sales, customer success, product management, and engineering teams to align support activities with business objectives. Ensure seamless integration of support services into the overall customer journey. 
• Fulfill all other duties as assigned. 

Required qualifications  

• Bachelor’s degree in computer science or related discipline.
• Five years of experience in support, sales, consulting, or software research and development.
• Excellent understanding and experience of SAS Technical support, including Technical Support processes and best practices, plus a thorough understanding of Sales, Customer Success, R&D and Cloud Team processes.
• Excellent understanding of CI360, 360 Match and Classic CI software and associated technologies.
• The aability to manage customer escalations and resolve complex issues effectively.
• Analytical mindset with ability to interpret data, draw insights, and make data-driven decisions.
• Strong business acumen and ability to align global support activities with broader Technical Support and SAS Company business objectives.
• Exceptional interpersonal and communication skills, with the ability to build strong relationships with clients, internal teams, and senior management.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Familiarity with SAS technologies and solutions.
• Familiarity of troubleshooting enterprise software applications

Role Competencies

• Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• Continuous Learning - Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Technical/Professional Knowledge & Skills - Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.
• Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

Resources for career development

• Learn more about Internal Career Mobility on InsideSAS
• Check out the Career Development SharePoint site and join the Career Development community on Yammer
• Learn about career programs, including Career Circles, Career Mentoring and the Learning & Development Exchange
• Explore hundreds of resources in our Career Development Resource Library, organized by topic.

Additional Information:

SAS is an Equal Opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sex, 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. 

Job level 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 

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