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Sr. Systems Technical Support Engineer

3 months ago

Cary, United States SAS Full time
Job Description

Nice to meet you

We’re the leader in analytics. 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 SAS Technical Support Weekend Oncall Team (i.e. SWOT) is looking for a Senior System Technical Support Engineer to provide technical support for the installation, configuration and administration of SAS software. Our team of SAS platform support generalists works a combination of weekdays and weekends.  On weekends we are like the fire fighters of SAS Tech Support  We’re always ready to respond and collaborate to put out the fires. 

As a Senior System Technical Support Engineer, you will:

  • Provide first and second level support for external and internal customers
  • Prioritize, diagnose and manage customer reported problems including writing thorough, detailed problem descriptions
  • Utilize knowledge of complex interactions between multiple SAS system components and third-party products to help diagnose and resolve software problems. Might replicate customer environments to reproduce and debug problems.
  • A significant portion of your day will include working with customers who are experiencing outages or interruption in service related to their SAS Business Intelligence software
  • Communicate with the customer by phone, email, and remote screen sharing sessions while troubleshooting the problem
  • Prepare and review written documentation
  • Record and manage confirmed software bugs
  • Provide product feedback to development and marketing

NOTE:

This position is part of a dedicated team which does weekend on-call support from Friday 7 pm until Sunday around 7 pm.  During onboarding, you will work Monday-to-Friday standard office hours (and not weekends).   After onboarding, you will switch to a schedule including Tuesday-to-Thursday (working standard office hours) plus ½ of the weekend (performing on-call support).  You will participate in a three-week rotation where the weekdays stay the same, but the weekend oncall hours will be different each weekend.

Required qualifications 

  • Bachelor's or Master’s degree in computer science
  • 8+ years of experience programming, testing, software consulting, technical support or supporting complex software applications (with at least 2 years doing support work)
  • An equivalent combination of related education, training and experience may be considered in place of the above qualifications.
  • Support experience with multiple tier software systems, running on Unix/Linux and Microsoft Windows Server Operating system, and utilizing java web application servers (e.g. Tomcat, WebSphere, Weblogic or JBoss) and database servers
  • Experience debugging enterprise, multi-tiered software applications and/or solutions which are running in production and over remote screen sharing with customers. Therefore, you would be familiar with the higher pressure involved when there is significant business impact.
  • Working competency in at least one of the following operating systems, but familiar with all: Windows, Unix or Linux. Linux administration experience is preferred.
  • Willing and able to work all scheduled weekend oncall shifts as noted above
  • Excellent communication skills. This involves the ability to compose emails with impeccable spelling and grammar, speak confidently and courteously, and adeptly distill complex solutions into easily understandable language for our customer base.
  • You’re curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

  • Ability to resolve user questions through a combination of independent study, investigative programming, and especially collaborative efforts with team members
  • Platform administration experience with SAS 9 or Viya or similar architecture 
  • SAS Certifications
  • Experience working with cloud technologies (Docker, Kubernetes); Azure / AWS / GCP / OpenShift infrastructure experience
  • Knowledge of file system security
  • Knowledge of TCP/IP and networks
  • Familiarity with advanced web technologies including web authentication, DAV, TLS/SSL, web services, and SOAP
  • Knowledge of any of the following: IBM WebSphere, JBoss, Tomcat, SAS Web Application Server

World-Class Benefits  

Highlights include...

  • 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 (no access to on-site health care center). 
  • Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There’s a pharmacy too Not local to HQ? The pharmacy will ship prescriptions for no additional charge 
  • An industry-leading 401k plan. 
  • Generous time away including vacation time, a variety of paid holidays, and our much-loved 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 

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.

Additional Information:

To qualify, applicants must be legally authorized to work in the United States, and should not require, now or in the future, sponsorship for employment visa status. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

Resumes may be considered in the order they are received. SAS employees performing certain job functions may require access to technology or software subject to export or import regulations. To comply with these regulations, SAS may obtain nationality or citizenship information from applicants for employment. SAS collects this information solely for trade law compliance purposes and does not use it to discriminate unfairly in the hiring process.

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 Recruitingsupport@sas.com.