Associate Technical Support Engineer

SAS; Sydney; Sur place; AUD 80 000 - 110 000; Plein temps

Résumé du poste

SAS in Sydney, Australia, invites an Associate Technical Support Engineer to join the Platform Deployment Team. You will provide technical support for enterprise-class SAS software and solutions by applying specialized domain knowledge to resolve customer issues and influence software direction.

As part of a seasoned APAC team, you will communicate effectively, document case details, and coordinate problem escalation while building expertise across SAS products and cloud technologies.

Qualifications

• Bachelor’s degree in computer science or related field or equivalent experience.
• 1–3 years’ experience in supporting complex software applications.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills and interpersonal skills.
• Strong attention to detail.
• Proven ability to diagnose a broad range of technical problems using effective troubleshooting methodology.

Responsabilités

• Provides technical support for customers using enterprise-class multi-tier SAS software applications and/or solutions.
• Communicates with customers and experts during problem resolution and documents information in the case system.
• Manages expectations and coordinates problem escalation activities and communications.
• Grows knowledge of SAS and related technical domains to troubleshoot and resolve complex issues.
• Acts as a product lifecycle advocate, providing customer feedback to influence future releases.

Connaissances

Analytical skills

Problem solving

Verbal and written communication

Interpersonal skills

Attention to detail

Cross-functional collaboration

Formation

Bachelor’s degree in computer science or related field

Outils

SAS9 / SAS Viya

Docker

Kubernetes

Ansible

Kustomize

Terraform

Linux (RHEL/SLES)

TCP/IP networks

Description du poste

Job Description

Position: Associate Technical Support Engineer

Base location: Sydney, Australia

We're a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

About the job

The Technical Support - Platform Deployment Team is looking for an Associate 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. You will routinely leverage that knowledge to resolve SAS customer issues and influence software direction. Our team comprises a seasoned and very knowledgeable group of engineers across APAC that embodies SAS' values: Curiosity, Passion, Authenticity, Accountability.

As an Associate Technical Support Engineer, you will:

• Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• 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 technical and business domain knowledge. Applies 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.
• 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. Acts as an advocate for the customer.
• 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.
• Suggests, manages, and implements special projects to assist Technical Support, users, or other teams.Might undertake initiatives by using appropriate tools and techniques to benefit the business.
• Ensure all applicable security policies and processes are followed to support the organization's secure software development goals.
• Embrace curiosity, passion, authenticity and accountability. These are our values and influence everything we do.

Required qualifications

• Bachelor’s degree in computer science or related field, or equivalent experience.
• 1-3 years’ experience in supporting complex software applications, software consulting or an applicable business domain.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Excellent analytical and problem-solving skills.
• Excellent verbal and written communication skills and excellent interporsonal skills.
• Strong attention to detail.
• Proven ability to diagnose a broad range of technical problems using effective troubleshooting methodology

Additional competencies, knowledge and skills

• Ability to work with people of varied technical/analytical backgrounds and cultures.
• Ability to perform in both team and individual environments.
• Experience with SAS9 or SAS Viya platforms or similar architecture
• Experience with cloud technologies (Docker, Kubernetes); Azure/AWS/GCP/Cloud infrastructure
• Experience with automation and configuration management tools (e.g., Ansible, Kustomize, Terraform)
• Experience with Linux-based operating systems (e.g., Red Hat Enterprise Linux, SUSE Linux Enterprise Server)
• Knowledge of TCP/IP and networks

You are welcome here.

At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing

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