Technical Support Engineer (Early Career)

SAS Institute Inc.; Heidelberg; Hybrid; EUR 45.000 - 60.000; Vollzeit

Zusammenfassung

A leading company in data and AI is seeking a Technical Support Engineer (Early Career) to join the Platform Technical Support team. This hybrid role involves providing support for SAS business software applications by leveraging specialized knowledge and effective communication skills. Candidates should possess a Bachelor's degree in a related field and have relevant experience, as they will engage with customers to troubleshoot complex technical issues while contributing to a diverse and inclusive workplace.

Qualifikationen

• 2 years of relevant experience in software deployment or testing.
• General knowledge of SAS products required.
• Effective communication across departments essential.

Aufgaben

• Provide technical support for enterprise-class software applications.
• Communicate effectively with customers during problem resolution.
• Document and manage case lifecycle for technical issues.

Kenntnisse

Excellent verbal and written communication

Interpersonal skills

Problem-solving

Ausbildung

Bachelor’s degree in Computer Science

Engineering or related quantitative field

Tools

SAS products

Jobbeschreibung

Technical Support Engineer (Early Career) - Hybrid

Technical Support Engineer (Early Career)

Nice to meet you!

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.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness.If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

The Platform Technical Support teamis looking for a Senior 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. Routinely leverage that knowledge to resolve SAS customer issues and influence software direction.

As a Technical Support Engineer (Early Career) , 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.
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Required qualifications

• 2 years of relevant experience in software deployment, software testing, an applicable business domain, software consulting, or supporting complex software applications.
• Bachelor’s degree in Computer Science, Engineering or related quantitative field or industry domain.
• General knowledge of SAS products and their applications or specialized products related to the assigned area.
• Excellent verbal and written communication skills and excellent interpersonal skills.
• Effective communication and work across departments within Technical Support to solve a problem.
• Determination software circumventions when fixes are not feasible.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

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 [e-mail].

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