Sr Associate Technical Support Engineer

Are you a problem solver, explorer, and knowledge seeker – always asking, “What if?”

If so, then you may be the new team member we’re looking for. Because at SAS, your curiosity matters – whether you’re developing algorithms, creating customer experiences, or answering critical questions. Curiosity is our code, and the opportunities here are endless.

SAS believes in:

• the whole employee experiences
• meaningful work
• empowerment to make a difference that changes people’s lives
• dynamic work environments that foster innovation
• an award-winning culture that makes it all possible

What we do 

We believe that great ideas can come from anywhere. We build software for the world's most talented thinkers, which means that we need to push boundaries daily. At SAS, you’ll be encouraged to use your imagination and constantly try new things.

What you’ll do

On day one, you will be a valued part of our Technical Support team. You will collaborate with some of the best minds in Technical Support and will be mentored by people who have a passion to share their knowledge. You will never stop learning and will be encouraged to bring your best to work every day. 

To prepare you for this role, you’ll attend (onsite or virtual) technical training program. In addition to providing soft skills training, the Technical Enablement Academy provides training in core SAS technology areas. You’ll receive the tools necessary to enable you to provide support for enterprise-class SAS software applications and/or solutions. Key stakeholders provide guidance, coaching, and expert feedback. You will also have an opportunity to achieve multiple professional SAS certifications.

Here’s what we’re looking for. Could this be you?

• A passionate problem solver
• Someone deeply curious about technology and how things work
• A highly creative person, with excellent research skills
• Someone ready to tackle difficult challenges
• Service-minded individual who is able to deliver excellent customer service with confidence
• A person who is willing to ask for help and share knowledge

Our promise to you: You will want to run—not walk—to work every day!

Upon completion of the training, your regular activities will include the following:

• Providing support, troubleshooting, prioritizing, diagnosing, and managing customer-reported problems, including writing thorough, detailed problem descriptions
• Evaluating, setting, and managing internal and external expectations, including escalation activities and communications. This activity is often under pressure where decisions have a significant business impact for SAS and customers
• Communicating with customers by phone, email, and Microsoft Teams while troubleshooting the problem
• Learning and using 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

We'll expect you to have these essential qualifications:

• Bachelor's degree or equivalent combination of education, training, and relevant experience
• If you are still in college, you should be graduating no later than May/June 2023.
• Academic or work experience with computer programming or demonstrated aptitude for picking up new technologies
• Applicants with up to 5 years of experience will be considered
• Experience with C, Java, Python, SAS, or programming in a third- or fourth-generation language
• Real passion for collaborating with colleagues to build technical solutions to solve tough problems
• You must have strong experience with at least one of the following operating systems, but be familiar with all of them: Windows, UNIX, or Linux.
• Excellent analytical, problem solving, and troubleshooting skills, including the ability to communicate with users with various technical backgrounds.
• Effectively communicate and work across departments within Technical Support to solve a problem
• Determine software circumventions when fixes are not feasible
• Have a real passion for software support, as demonstrated by previous internships, work experience, projects, or publications
• Last but not least, you need to be articulate. That means you can write an email with perfect spelling and grammar, be able to speak confidently and professionally, and be a rock star with summarizing complex solutions to customers in plain, readable English

Why SAS

• We love living the #SASlife and believe that happy, healthy people have a passion for life, and bring that energy to work. No matter what your specialty or where you are in the world, your unique contributions will make a difference.  
• Our multi-dimensional culture blends our different backgrounds, experiences, and perspectives. Here, it isn’t about fitting into our culture, it’s about adding to it - and we can’t wait to see what you’ll bring.

SAS looks not only for the right skills, but also a fit to our core values. We seek colleagues who will contribute to the unique values that makes SAS such a great place to work. We look for the total candidate: technical skills, values fit, relationship skills, problem solvers, good communicators and, of course, innovators. Candidates must be ready to make an impact.

Additional Information

SAS is an equal opportunity 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. For more information on US Equal Employment Opportunity, read more here: Equal Employment Opportunity is the Law. Also view the supplement EEO is the Law, and the Pay Transparency notice. 

Equivalent combination of education, training and experience may be considered in place of the above qualifications. The level of this position will be determined based on the applicant's education, skills and experience. 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.

All valid SAS job openings are located on the Careers page at www.sas.com. SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. Should you have any doubts about the authenticity of any type of communication from for, or on behalf of SAS, please contact us at Recruitingsupport@sas.com before taking any further action. 

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