Technical Support Engineer

JMP; Cary (NC); On-site; USD 70,000 - 100,000; Full time

Benefits offered by this job

Comprehensive medical, dental, and vision plans

401(k) plan

Tuition Assistance Program

Generous time off including vacation and holidays

Childcare benefits for full-time employees

Job summary

A software development company is looking for a Technical Support Engineer to offer technical support for its products. The ideal candidate will have a bachelor's degree in a related field, strong analytical and communication skills, and experience with programming languages. This is a full-time role that comes with comprehensive benefits and opportunities for growth.

Qualifications

• Bachelor’s degree in computer science, engineering, or a related quantitative field.
• Experience with JMP Scripting Language (JSL), Python, or other programming languages.
• Excellent written and verbal communication skills.
• Ability to handle multiple high‑priority projects concurrently and adapt to changing priorities and deadlines.
• Excellent written and verbal communication skills.
• Knowledge of Windows and Macintosh operating systems; familiarity with JMP Scripting Language (JSL) or Python.

Responsibilities

• Provide technical support via email, phone, screen sharing, and chat.
• Create and maintain Knowledge Base articles.
• Collaborate with other teams in Technical Support.
• Research user questions, interpret documentation, and explain errors and warnings.
• Isolate, document, and request fixes where appropriate.
• Advocate customer concerns with JMP Development and Product Management.

Skills

Analytical skills

Problem-solving skills

Communication skills

Ability to work with varied technical backgrounds

Customer focus

Windows/macOS knowledge

JSL or Python experience

Education

Bachelor’s degree in computer science or a related field

Tools

Windows

Macintosh

JMP Scripting Language (JSL)

Python

RESTful APIs

Job description

Join to apply for the Technical Support Engineer role at JMP

JMP, a subsidiary of SAS, is committed to empowering scientists and engineers via our world‑class family of statistical software products. For over 35 years, JMP has enabled customers to speed new drugs to market, design better products and processes, and work toward restoring ecosystems. If you are a problem solver, a connector, and someone who enjoys helping others, you might be the next person to join this dynamic, growing, and global team.

About The Job

At JMP, the mission of our Technical Support team is to help our customers make the best use of our software products through effective and responsive support, active advocacy, and a broad and flexible range of self‑help resources. We are seeking a Technical Support Engineer to provide in‑depth product support for the JMP family of products, including JSL, Python integration, and data access.

As a Technical Support Engineer, You Will

• Provide technical support to internal and external users via email, phone, screen sharing, and chat.
• Answer a wide range of user questions from “how‑to” to thorough problem investigation.
• Create and maintain Knowledge Base articles, providing details and workarounds for known issues.
• Research user questions, interpret documentation, and explain error and warning messages.
• Isolate, document, and request fixes where appropriate.
• Advocate customer concerns with JMP Development and Product Management regarding documentation, software problems, and general feedback.
• Collaborate and share knowledge with other members of Technical Support and User Enablement teams.

Essential Qualifications

• Bachelor’s degree in computer science, engineering, or a related quantitative field.
• Ability to work with people of varied technical backgrounds.
• Excellent analytical and problem‑solving skills.
• Ability to handle multiple high‑priority projects concurrently and adapt to changing priorities and deadlines.
• Excellent written and verbal communication skills.
• Knowledge of Windows and Macintosh operating systems.
• Experience with JMP Scripting Language (JSL), Python, or other programming languages.

Preferred Skills

• Experience with RESTful APIs and HTTP methods.
• Specific knowledge of one or more database systems including Oracle, DB2, or PostgreSQL.
• Experience working in a technical support role.

World‑Class Benefits

• Comprehensive medical, prescription, dental, and vision plans.
• Medical plan options include:
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS.
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan.
• An industry‑leading 401(k) plan.
• Tuition Assistance Program and resources to support your development.
• Generous time away including vacation, paid holidays, and a U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave, and unlimited paid sick days.
• Generous childcare benefits for all full‑time employees.

Additional Information

JMP is an equal opportunity employer. All qualified applicants are considered for employment without regard to any characteristic protected by law. Read more: Know Your Rights.

Seniority Level

Mid‑Senior Level

Employment Type

Full‑time

Job Function

Information Technology

Industries

Software Development