It Support Engineer I — Practical Tech Help For Users

Ims Group; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

SAS is hiring a Technical Support Engineer in Sydney, Australia to provide expert support for Postgres Data Server and Crunchy Data components within enterprise-class SAS platforms.

You will troubleshoot complex issues, document cases, and coordinate escalations with customers and SAS teams, while building deep domain knowledge in SAS technologies.

Qualifications

• 5+ years of experience in technical architecture, system administration, software consulting, or supporting complex software environments.
• Bachelor’s degree in Computer Science, Engineering or related field.
• Hands-on PostgreSQL Database Administration experience.
• Experience with Kubernetes, Docker, and microservices-based apps.
• Excellent written and verbal communication skills.

Responsibilities

• Provide technical support for customers using enterprise-class multi-tier software and cloud environments.
• Communicate clearly with customers and internal teams; document cases throughout their lifecycle.
• Manage expectations and coordinate escalation activities, including after-hours for critical issues.
• Build knowledge of SAS and related tech to troubleshoot and guide product usage.
• Share knowledge through knowledge base articles, papers and SAS Communities.

Skills

PostgreSQL DBA

Kubernetes

Docker

Microservices

Technical communication

Education

Bachelor's degree in Computer Science or related field

Job description

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 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 Postgres Data Server Technical Support team is looking for a Engineer to provide technical support for the enterprise-class SAS software platforms by applying specialized domain knowledge of software installation, configuration and usage, of the Postgres Data Server / Crunchy Data components. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.

As a Technical Support Engineer, you will:

• Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire case life cycle.
• Routinely set and manage 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 build knowledge of SAS and specialized technical and business domain knowledge. Apply 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.
• Keep abreast of other vendors’ products. Advise users how SAS software offerings compete, and/or how to most effectively use SAS in conjunction with the vendors’ products. Contact vendors to report problems and obtain information.
• Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations and engage in SAS Communities.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications

• 5 years of relevant experience in technical architecture, system administration, software consulting, or supporting complex software environments.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• Hands‑on experience with PostgreSQL Database Administration.
• Experience with Kubernetes, Docker, and microservices-based applications.
• Excellent verbal and written communication skills and excellent interpersonal skills.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Preferred qualifications

• Experience with SAS Viya and SAS 9.4 platforms installation, configuration and administration, specifically Postgres Data Server / Crunchy Data Components
• Background in Customer Support, Development or System administration

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

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