Technical Support Engineer

Position Title: Technical Support Engineer

Base location: Malaysia or Australia 

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About the job

The Technical Support - Platform Deployment Team is looking for a Technical Support Engineer to provide technical support for enterprise-class SAS business software applications and/or solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among applications and/or solution components. You will routinely leverage that knowledge to resolve SAS customer issues and influence software direction. Our team comprises a seasoned and very knowledgeable group of engineers across APAC that embodies SAS' values: Curiosity, Passion, Authenticity, Accountability.

As a Technical Support Engineer, you will:

• Provides technical support for customers who are using or troubleshooting enterprise-class multi-tier software applications and/or solutions including cloud-based environments.
• Proactively communicates carefully and effectively with customers and experts across SAS during the problem resolution process.  Accurately documents and specifies information in the case management system during the entire case life cycle.
• Routinely sets and manages internal and external expectations and project pressures at all levels of technical and business management including coordinating/managing problem escalation activities and communications (outside business hours for business-critical problems as appropriate).
• Routinely builds knowledge of SAS and specialized technical and business domain knowledge.  Applies expertise to interpret documentation, to suggest appropriate software features, SAS procedures, products, and/or solutions, and to troubleshoot, diagnose and resolve complex business domain and/or technical problems and business critical issues that involve multiple areas of the SAS system.
• 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.  Acts as an advocate for the customer.
• Reviews product documentation and education courses for technical accuracy, consistency, and user's point of view.  Collaborates with documentation and education staff on modifications to these deliverables.
• Suggests, manages, and implements special projects to assist Technical Support, users, or other teams.  Might undertake initiatives by using appropriate tools and techniques to benefit the business.
• 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

• Bachelor's degree in computer science or related field, or equivalent experience.
• 5+ years of experience in supporting complex software applications, software consulting or an applicable business domain.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Excellent analytical and problem-solving skills.
• Proven ability to diagnose a broad range of technical problems using effective troubleshooting methodology
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• Ability to work with people of varied technical/analytical backgrounds and cultures.
• Ability to perform in both team and individual environments.
• Experience with SAS9 or SAS Viya platforms or similar architecture
• Experience with cloud technologies (Docker, Kubernetes); Azure/AWS/GCP/Cloud infrastructure
• Experience with automation and configuration management tools (e.g., Ansible, Kustomize, Terraform)
• Experience with Linux-based operating systems (e.g., Red Hat Enterprise Linux, SUSE Linux Enterprise Server)
• Knowledge of TCP/IP and networks
• Prefer to have reading, writing and speaking knowledge in Mandarin

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. 

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