Hybrid Real-Time Fraud Tech Support Engineer

SAS

Madrid

Hybrid

EUR 55,000 - 75,000

Full time

14 days+

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Health Insurance

Life and Disability Insurance

Pension Plan

Well-being programs

Job summary

SAS is seeking a Technical Support Engineer to provide expert support for customers using SAS Real-Time Fraud Solutions, including cloud environments, within tight SLAs. You will diagnose complex issues, document findings, and collaborate with global teams to drive product improvements.

Join a global, collaborative team spanning Technical Support, R&D, Product Management and Professional Services, delivering actionable solutions and ensuring high availability and performance of SAS platforms

Qualifications

Bachelor's degree in Computer Science, Engineering or related quantitative field or industry domain.
Minimum 5 years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting enterprise software applications.
Experience with Kubernetes, Docker, and microservices-based applications.
Experience with Java and JVM-based applications, including debugging Java stack traces.
Working knowledge of UNIX operating system, TCP/IP networking, and database systems including Oracle, DB2, Redis, and PostgreSQL.
Previous technical support experience supporting enterprise software applications, with the ability to manage multiple customer issues and priorities in a deadline-driven environment.
Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Responsibilities

Provide technical support for customers who are using or troubleshooting enterprise-class SAS software applications and/or solutions, including cloud-based environments, within strict response SLAs that may include critical incident response and escalation.
Analyze, reproduce, diagnose, and document technical problems involving transaction processing and decisioning flows, alert generation and case management, and rule execution and decisioning.
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 support case life cycle.
Collaborate with global Technical Support colleagues, Research and Development, Product Management, Customer Success and other internal divisions to resolve customer concerns, improve product quality, identify product improvements, and support high-quality customer outcomes.
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.
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.