Technical Support Engineer

Technical Support Engineer
- Hybrid, Location

Technical Support Engineer

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The SAS/Programming and OSL team is looking for a Technical Support Engineer to provide technical support for customers using SAS programming technologies across SAS 9 and SAS Viya environments. Our team helps customers solve programming, integration, and usage challenges across Base SAS, CAS and Open-Source Languages (Python, R, Lua) as well as DATA steps, Procedures, Macro and Graph.

In this role, you will join a highly collaborative global teamthat sits at the intersection of customer success, advanced programming, and product innovation. You will have the opportunity to deepen your technical expertise, work closely with colleagues across Technical Support and other divisions such as R&D, Product Management, Professional Services and influence the customer experience by turning complex technical questions into clear, actionable solutions.

• Provide technical support for customers who are using or troubleshooting enterprise-class SAS software applications and/or solutions including cloud-based environments and SAS programming capabilities in SAS 9 and SAS Viya environments, helping them resolve complex programming usage issues.
• Analyze, reproduce, diagnose, and document technical problems involving Base SAS, CAS, Python, R, Lua, and related open-source language integrations as well as DATA step, SAS Macro, DS2, ODS and SQL.
• Proactively communicate carefully and effectively with customers and internal experts throughout the problem resolution process, setting appropriate expectations and documenting progress accurately.
• Collaborate with global Technical Support colleagues, Research and Development, Product Management, Customer Success and other internal divisions to resolve customer concerns, improve product quality, identify product improvements, and support high-quality customer outcomes.
• Translate complex technical findings into clear, actionable updates for customers and internal stakeholders, ensuring support cases are accurately documented and progressed in a timely manner.
• Contribute to team and customer enablement by creating, using and maintaining knowledge-bases resources, technical notes, documentation content, presentations, and community materials.
• 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.

• Minimum5years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting complex software applications.

• Bachelor's degree in computer science, Engineering or related quantitative field or industry domain. An equivalent combination of related education, training, and experience may be considered in place of the above qualifications.

• Experience working with SAS software, programming languages, or enterprise software applications in a technical support, software development, software testing, consulting, or customer-facing technical role.

• Demonstrated ability to analyze, debug, and communicate technical problems clearly in written and verbal English.

• Customer Orientation: recognize customer needs, communicate effectively, and help remove barriers that may affect customer success and retention.

• Continuous Learning: build knowledge of SAS technologies, customer use cases, and adjacent technologies to support evolving customer needs.

• Analytical and Problem-Solving Skills
  : diagnose a range of technical concerns…