Technical Support Engineer

Technical Support Engineer - Hybrid, Spain

Technical Support Engineer

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About the job

The SAS Technical Support Solutions Division is looking for a Technical Support Engineer to provide technical support for customers using our SAS Real-Time Fraud Solutions. Our team provides advanced technical support for mission critical fraud platforms used by global financial institutions, ensuring high availability, performance, and effective fraud detection capabilities.

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.

As a Technical Support Engineer, you will:

• Provide technical support for customers who are using or troubleshooting enterprise-class SAS software applications and/or solutions, including cloud-based environments, within strict response SLAs that may include critical incident response and escalation.
• Analyze, reproduce, diagnose, and document technical problems involving transaction processing and decisioning flows, alert generation and case management, and rule execution and decisioning.
• Proactively communicate carefully and effectively with customers and experts across SAS during the problem resolution process. Accurately document and specify information in the case management system during the entire support case life cycle.
• 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.
• 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.
• 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, Engineering or related quantitative field or industry domain.
• Minimum 5 years of relevant experience in software development, software testing, an applicable business domain, software consulting, or supporting enterprise software applications.
• Experience with Kubernetes, Docker, and microservices-based applications.
• Experience with Java and JVM-based applications, including debugging Java stack traces.
• Working knowledge of UNIX operating system, TCP/IP networking, and database systems including Oracle, DB2, Redis, and PostgreSQL.
• Previous technical support experience supporting enterprise software applications, with the ability to manage multiple customer issues and priorities in a deadline-driven environment.
• Equivalent combination of related education, training and experience may be considered in place of the above qualifications.

Additional competencies, knowledge and skills

• 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 issues, share knowledge, and drive complex problems to resolution.
• Continuous Learning: Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application.
• Communication: Excellent written and verbal communication skills, with the ability to explain complex technical concepts clearly and effectively to people with different technical backgrounds.

Benefits highlights

• Health Insurance
• Life and Disability Insurance
• Pension Plan
• SAS supports your well-being with programs that reduce stress and distractions to help you stay healthy and productive.

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.

Additional Information:

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

Resumes may be considered in the order 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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