Senior Associate Technical Support Engineer

SAS is hiring for the role of Senior Associate Technical Support Engineer!

Responsibilities of the Candidate:

• Provide technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications in SAS Customer Intelligence Domain.
• Proactively communicate carefully and effectively 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.
• Routinely 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.
• Routinely 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.
• Keep abreast of other vendors’ products.
• Advise users how SAS software offerings compete, and how to most effectively use SAS in conjunction with the vendors’ products.
• Contact vendors to report problems and obtain information.
• Manager stakeholder in the 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.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other teams.

Requirements:

• 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.
• Fluent in both Japanese and English.
• Passion in developing a career towards customer facing & technical support role
• Strong verbal and written communication skills and excellent interpersonal skills
• Proficient in the use of Technical Support tools
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.