Systems Technical Support Engineer

Systems Technical Support Engineer
- Remote (Global)- Technical Weekend Oncall Team

At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step and we’re here to support you in your journey.

The SAS Technical Support Weekend Oncall Team (i.e. SWOT) is looking for a 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.

• 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
• Ensure all applicable security policies and processes are followed to support the organization’s secure software development goals.

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 on‑call hours will be different each weekend.

Position is open to work in SAS global offices based on where the candidate is eligible to work.

• Bachelor’s or Master’s degree in computer science
• 5+ years of experience programming, testing, software consulting, technical support or supporting complex software applications (with at least 2 years doing support work)
• 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, Web Sphere, 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‑on‑call 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.
• An equivalent combination of related education, training and experience may be considered in place of the above qualifications.

• Collaborating:
  Working cooperatively with others to help a team or work group achieve its goals.
• Building Customer Loyalty:
  Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust.
• Earning Trust:
  Gaining others’ confidence by acting with…