Associate Technical Support Engineer – Cloud & Enterprise

SAS Institute; Sydney; On-site; AUD 70,000 - 90,000; Full time

Job summary

SAS Institute in Australia is seeking an Associate Technical Support Engineer to deliver technical support for enterprise SAS software across multi-tier deployments, including cloud environments. You’ll work with a seasoned APAC team and apply deep product knowledge to resolve complex customer issues and influence software direction.

You’ll routinely engage with customers, document case life cycles, and coordinate escalations while embracing SAS values: curiosity, passion, authenticity and

Qualifications

• Bachelor’s degree in computer science or related field or equivalent experience.
• 1–3 years’ experience in supporting complex software applications or related domain.
• 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.

Responsibilities

• Provides technical support for enterprise-class multi-tier software applications and cloud-based environments.
• Communicates clearly with customers and internal teams during problem resolution and documents case details in the system.
• Manages expectations and coordinates/escalates issues with technical and business stakeholders, including after-hours support when needed.
• Builds knowledge of SAS platforms and related domains to diagnose and resolve complex issues across components.
• Collaborates with R&D and documentation teams to improve software releases and product direction.
• Reviews product documentation and education materials for accuracy and user perspective.
• Leads special projects to support Technical Support and related teams.

Skills

Analytical thinking

Verbal communication

Written communication

Attention to detail

Troubleshooting

Education

Bachelor's degree in computer science or related field

Tools

SAS9

SAS Viya

Docker

Kubernetes

Terraform

Ansible

Linux

Job description

SAS Institute in Australia is seeking an Associate Technical Support Engineer to deliver technical support for enterprise SAS software across multi-tier deployments, including cloud environments. You’ll work with a seasoned APAC team and apply deep product knowledge to resolve complex customer issues and influence software direction.

You’ll routinely engage with customers, document case life cycles, and coordinate escalations while embracing SAS values: curiosity, passion, authenticity and