Job Description Technical Support Engineer-20001820

Job

 Technical Support

Primary Location

US-NC-Cary

Organization

 SAS Institute Inc.

Job Posting

 Jan 14, 2014, 11:48:05 PM

Unposting Date

 Mar 16, 2014, 7:59:00 AM

* Classification Full-time

Description   Technical Support Engineer As a Technical Support Engineer, you will be part of a team that provides support for the Customer Intelligence solution suite, including but not limited to SAS Marketing Automation, SAS Marketing Optimization, SAS Digital Marketing, SAS Real-Time Decision Manager, SAS Marketing Operations Management and SAS Intelligent Advertising for Publishers. Your responsibilities will include: • Providing second level support for EMEA local offices and customers (both external/internal) regarding CI Solution offerings; including product usage, configuration and setup, administration and performance. • Recording and tracking defects and verifying fixes; documenting defects and resolution of verified defects and related fixes. • Prioritizing, diagnosing, and managing customer reported problems, including writing thorough, detailed problem descriptions, providing suitable workarounds and/or solutions and managing customer communications. • Reviewing product documentation. • Providing product feedback to development and marketing. • Performing other duties as assigned. Qualifications   Essential • Bachelor's degree in Computer Science or related quantitative field. • 5 years of experience programming, software testing, software consulting, and/or supporting complex software applications. • At least 1 year of experience programming in SAS (Data step, Macro, SQL) • Experience with multiple operating systems, including Unix.   Additional • Excellent written and verbal communication skills. • Ability to resolve user questions through a combination of independent study, investigative programming and collaborative effort with team members. • Ability to work with people of varied technical backgrounds. • Ability to handle deadlines in a multi-tasking environment. • Ability to think analytically and to effectively communicate problems and fixes with development, peers and management. • Demonstrated aptitude for problem solving and debugging of complex software systems; ability to develop creative solutions to complex technical problems. • Ability to travel on an infrequent basis. Preferences • Experience with SAS Customer Intelligence suite of solutions. • Technical support experience supporting multi-tiered solutions. • Skill set that includes the SQL programming language. • Skill set that includes java and J2EE/web application servers. • Specific knowledge of one or more data base systems including Oracle, DB2, SPDS and/or Teradata. 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. Resumes may be considered in the order in which they are received. The level of this position will be determined based upon the applicant's education, skills and experience. SAS is an Equal Opportunity/Affirmative Action Employer M/F/D/V.  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.

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