Associate Technical Support Engineer - Entry-Level (Technical Enablement Academy)

SAS Institute Cary, NC

SAS believes in the whole employee experience. Meaningful work. Empowerment to make a difference that changes people's lives. Dynamic work environments that foster innovation. And an award-winning culture that makes it all possible. We believe great ideas can come from anywhere. Whether you're a university recruit, or an experienced professional ready for the next big challenge, SAS brings perks, passion, and the potential to grow. No limits.

To prepare you for an opportunity with SAS Technical Support, you'll attend a 16 week technical training program in Cary, NC. In addition to providing soft skills training, the Technical Support 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. During the Technical Support Academy, key stakeholders provide guidance, coaching and expert feedback. You will also have an opportunity to achieve six professional SAS certifications.

Upon completion of the Technical Support Academy, you will work as an Associate Technical Support Engineer to provide 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. Technical Support Engineers will work with all divisions within the primary business of SAS to solve customer's in-depth and complex problems.

As a Technical Support Engineer, you will provide in-depth support for the SAS suite of Health and Life Sciences products and solutions. These products include, but are not limited to, SAS Life Sciences Analytic Framework, SAS Clinical Trial Data Transparency, and SAS Episode Analytics. You will also have responsibilities for supporting JMP Software and the JMP Scripting Language. Your primary responsibilities will include:

* Providing technical support to internal and external customers via telephone and email as necessary.

* Answering "how to" types of questions on the products and procedures. Providing information on known problems in usage notes for all areas.

* Interpreting documentation and explaining error messages.

* Interfacing with development and marketing to keep them abreast of software problems, suggestions and general comments and concerns from the user community.

* Keeping abreast of other vendor products, how they interface and/or compete with SAS products, and contacting vendors to report problems and obtaining information.

* Isolating and documenting software problems, maintaining status and requesting fixes when needed.

* Researching user's questions or problems in support area and contacting customer with resolutions.

* Testing software fixes as necessary.

* Reviewing documentation for technical accuracy, consistency and user's point of view.

* Monitoring problem areas and taking steps necessary to reduce inquiries.

* Interfacing with other groups and taking an active role in product direction.

* Determining software circumventions when fixes are not feasible.

* Performing other duties as assigned.



* Bachelor's degree in computer science, global public health, environmental sciences, statistics, biostatistics, or related quantitative field.

* Ability to work with people of varied technical backgrounds.

* Excellent written and verbal communication skills.


* Familiarity with SAS products.

* Ability to diagnose a broad range of technical problems.

* Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines.

* Strong decision-making skills.

* Excellent analytical and diagnostic skills.

* Strong interpersonal skills.

Additional Information

To qualify, applicants must be legally authorized to work in the United States and should not require now, or in the future, sponsorship for employment visa status.

The level of this position will be determined based upon the applicant's education, skills and experience.

Resumes may be considered in the order in which 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.

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