Technical Support Analyst

Technical Support Analyst

Title: Technical Support Analyst
Location: US-NC-Cary
Other Locations:
As a Technical Support Analyst, you will provide in-depth support for SAS® Enterprise GRC and SAS® Enterprise Case Management on all operating system platforms. Provides technical support to field engineers, technicians, product support, and to those who are diagnosing, troubleshooting, repairing and debugging complex computer systems and/or software including statistical products and procedures. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning software. Reports design, reliability and maintenance problems. May be involved in customer installations and training. Provides support to customers/users where the product is highly technical or sophisticated in nature using statistical analyses on the job.

Your primary responsibilities will include:
* Providing technical support to users via telephone 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 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 the SAS System, 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.

Essential
* Bachelor's degree in Computer Science, Engineering or related quantitative field.
* 4 years of technical support experience
* Programming experience Essential Equivalent
* Associate's degree, plus 2 additional years of the stated essential experience - OR -
* High school diploma (GED), plus 4 additional years of the stated essential experience.
Additional
* Knowledge of Technical Support Division procedures and tools.
* Familiarity with SAS products.
* Familiarity with current technology. Ability to diagnose a broad range of problems.
* Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines.
* Strong decision-making skills.
* Strong customer service orientation/skills.
* Excellent English written and verbal communication skills.
* Excellent analytical and diagnostic skills.
* Ability to handle deadlines in a multi-tasking environment.
* Ability to travel as needed.
Preferences
* SAS programming
* Experience working within the SAS Technical Support Division or a related role at SAS.
* Familiarity with SAS solutions, particularly SAS® Enterprise GRC and/or SAS® Enterprise Case Management.
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.
* Resumes may be considered in the order they are received.
* The level of this position will be determined based on the applicant's education, skills and experience.
* SAS employees performing certain job functions may require access to technology or software subject to export or import 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.