Systems Technical Support Engineer

Systems Technical Support Engineer - Hybrid, Spain Systems Technical Support Engineer

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The Middle Tier Technical Support team is looking for a Systems Technical Support Engineer to provide technical support for customers using SAS 9.4 and SAS Viya environments. Our team supports the systems, services, and infrastructure that enable SAS web applications to run securely, reliably, and  help customers troubleshoot complex issues across web and application servers, authentication and single sign-on, security and encryption, clustering and performance.

In this role, you will join a highly collaborative global team working at the intersection of systems engineering, customer success, and SAS technology. You will have the opportunity to work with a broad range of technologies, solve challenging technical problems, and develop expertise across both traditional SAS 9.4 architectures and modern SAS Viya environments.

You will work closely with customers and colleagues across Technical Support, R&D, Product Management, and Professional Services to turn complex system-level issues into clear, actionable solutions and help customers get the most from their SAS environments.

• Troubleshoot and resolve complex technical issues across SAS 9.4 and SAS Viya environments, with a focus on middle-tier systems, SAS Web applications, including SAS Web Server, SAS Web Application Server, HTTP/HTTPS services.

• Diagnose and resolve authentication, single sign-on, security, and encryption issues involving technologies such as Kerberos, SAML, OAuth/OIDC, Integrated Windows Authentication (IWA).

• Support highly available and clustered environments by troubleshooting clustering, JMS brokers and cache locator services.

• 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.

• Minimum 5 years 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. Equivalent combination of education, training, and relevant experience may be considered in place of the requirements stated above.

• Working knowledge of Windows and UNIX operating systems.

• Experience with Java and JVM-based applications, enterprise application servers Java stack traces, TCP/IP and networking, file system security, and advanced web technologies such as web authentication, SSL/TLS, web services, SOAP, and DAV

• Previous technical support experience supporting enterprise software applications, with the ability to manage multiple customer issues and priorities in a deadline-driven environment

• Familiarity with SAS products and their underlying architectures is a strong advantage Knowledge of SAS 9.4 and SAS Viya

• Excellent verbal and written knowledge of English

• An equivalent combination of related education, training, and experience may be considered in place of the above qualifications.

• Technical Knowledge &
  
  Skills:
  
  Demonstrates strong knowledge of web technologies, operating systems, authentication, security, and performance troubleshooting.

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

• Collaborating:
  Works effectively with customers and colleagues across Technical Support, R&D, Product Management, Professional Services, and other teams to investigate…