Requisition Title Associate Technical Support Engineer

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

Requisition Title Associate Technical Support Engineer

Position: Associate Technical Support Engineer

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