Support Engineer

Bluestone Administrative Services; Sydney; Sur place; AUD 110 000 - 150 000; Plein temps

Résumé du poste

SAS Australia is seeking a Technical Support Engineer to provide high-quality post-sales services for enterprise SAS software suites from Sydney. You will apply deep technical knowledge of installation, configuration, and usage across PostgreSQL and related components, collaborating with customers and internal teams.

Responsibilities include troubleshooting, documenting case progress, and contributing to knowledge base.

Qualifications

• Bachelor's degree in Computer Science, Engineering or related quantitative field.
• 5 years of relevant experience in technical architecture, system administration, software consulting, or supporting complex software environments.
• Hands-on experience with PostgreSQL Database Administration.
• Experience with Kubernetes, Docker, and microservices-based applications.

Responsabilités

• 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 clearly with customers and experts across SAS during the problem resolution process and document information in the case management system.
• Manage expectations and project pressures, coordinating/escalating issues; support outside business hours for critical problems as appropriate.
• Build knowledge of SAS and related technology, interpret documentation, suggest features, and troubleshoot complex issues across the SAS system.
• Keep abreast of vendor products; advise on SAS offerings and compatibility; contact vendors for information.
• Contribute to knowledge base articles, papers, and technical presentations; engage in SAS Communities.

Connaissances

PostgreSQL administration

Kubernetes

Docker

Customer communication

Troubleshooting

Formation

Bachelor's degree in Computer Science or related field

Outils

PostgreSQL

Kubernetes

Docker

Description du poste

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About the job

The Postgres Data Server Technical Support teamis 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.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact

Description
Technical Support Engineer The team:

The role of the Technical Support Engineer (Australia) is to provide quality and professional post-sales services to our customers via email, phone, text chat or on-site support. The Technical Support Engineer is based in Sydney and will report to the Customer Experience Team Lead (Australia).

What your day will look like: Technical Support:

• Use software tools to diagnose and solve complex issues and service outages
• Conceptualize and articulate ideas clearly and concisely
• Resolve problems in compliance with established processes
• Ensure timely escalation of critical customer related issues through proper channels
• Ensure timely resolution of customer issues
• Collaborate with other Technical Support specialists and R&D engineers
• Develop and maintain a strong relationship with new and existing customers
• Develop and maintain an extensive working knowledge of Genetec\'s solutions
• Contribute to the evolution of our software and Support processes
• Participate in the elaboration of technical documentation and knowledge base article
• Properly document issues encountered in the field in the Genetec trouble ticket system and customer relationship management (CRM) tool

About you:

• Diploma/Degree in Computer Sciences, Computer Engineering, Electronics or equivalent
• 2-3 years working experience in a related role
• Strong analytical and troubleshooting skills in both hardware and software
• Flexible, with a “can do” attitude, able to multitask, with an ability to manage priorities
• Experience in customer service, technical support, and project management
• Strong sense of urgency with a desire to constantly learn and evolve at the same pace as the software
• Strong team player while possessing the autonomy to manage workload
• Fluent and proficient in verbal and written communication in English
• Any other languages will be considered a strong asset
• Must possess a valid driver’s license and passport

Technical Requirements:

• Administration and troubleshooting knowledge of the various Windows operating systems (Active Directory, file sharing, IIS, clustering, GPO, performance monitoring, etc.)
• Knowledge of networking principles and IP protocols
• Experience with networking equipment configuration and troubleshooting (switches, routers, etc.)
• Experience working with a video security system over IP – CCTV system or Access control.
• Experience working with SQL databases
• Understanding of TCP, IP and UDP protocol stack
• Understanding of network storage (SAN, NAS, iSCSI) principles and best practices
• Understanding of server virtualization concepts

Great if you have:

• Programming experience with C#, Visual Basic, VBScript, PowerShell, or similar technologies
• Microsoft SQL Service administration experience
• MCSE, SQL Server, VMware, or similar technical professional certifications
• Deployment and troubleshooting of security systems such as:
• CCTV (IP cameras and encoders, video matrices, DVRs, etc.)
• Access control systems (administration of software, reader, controller, wiring, etc.)
• License plate recognition system and concepts