Senior Associate Technical Support Engineer

Senior Associate Technical Support Engineer

Hybrid

Base location: Sydney

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If you're looking for a dynamic, fulfilling career with flexibility and a world-class employee experience, you'll find it here. We're recognized around the world for our inclusive, meaningful culture and innovative technologies by organizations like Fast Company, Forbes, Newsweek and more.

About the job

The Technical Support Team is looking for a Senior Associate Technical Support Engineer to support our enterprise customers with the solution SAS Customer Intelligence 360 Services | SAS.

The Technical Support Team provides technical support for enterprise-class SAS business software applications and solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components.

As a Sr Associate Technical Support Engineer,  you will:

• Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications in SAS Customer Intelligence Domain.
• Proactively communicate in a thoughtful and effective manner 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.
• 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.
• Consistently 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 solutions, and to troubleshoot, diagnose and resolve complex business domain and technical problems and business critical issues that involve multiple areas of the SAS system.
• Manage stakeholders in product lifecycle with other groups/divisions, including Research and Development, to improve the quality and design of future software releases and influence product direction based on knowledge of domain and software knowledge, and customer feedback.  Act as an advocate for the customer.
• Review product documentation and education courses for technical accuracy, consistency, and user's point of view. Collaborate with documentation and education staff on modifications to these deliverables.
• Share product knowledge by authoring software knowledge base articles, technical papers, technical presentations, and engaging in the SAS Communities.
• 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.

Required qualifications

• 2-5 years of experience in technical support, supporting complex software applications, software development, software testing, an applicable business domain or software consulting.
• Bachelor's degree in Computer Science, Engineering or related quantitative field or industry domain.
• Passion for developing a career path towards customer-facing technical support roles.
• Strong verbal and written communication skills in English, and excellent interpersonal skills
• Proficient in the use of common Technical Support tools. Experience related to cloud computing, web technologies, API and/ or SQL is nice to have.  
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

You are welcome here.

At SAS, it's not about fitting into our culture – it's about adding to it. We believe our people make the difference. Our inclusive workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. 

At SAS Australia, we have a vision of empowerment and equitable opportunity for all Aboriginal and Torres Strait Islander peoples and commit to building reconciliation through SAS's technology and people and we welcome First Nations applicants. Please see our Reconciliation Action Plan for more information.

Additional Information:

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