Enhanced Technical Support Consultant - SAS

Enahnced Technical Support Consultant- Remote or Hybrid

Nice to meet you!

We’re the leader in analytics. Through our software and services, we inspire customers around the world to transform data into intelligence - and questions into answers.

We’re also a debt-free multi-billion-dollar organization on our path to IPO-readiness. If you're looking for a dynamic, fulfilling career coupled with flexibility and world-class employee experience, you'll find it here.

About the job

As an Enhanced Technical Support Consultant, you will provide technical support and consulting for SAS Law Enforcement customers who receive specialized application support. These customers may also include government organizations who use law enforcement data to promote safety within their community.

You will ensure that system administrators and end-users have full, real-time access to the Intelligence & Investigation Management (IIM) or SAS Law Enforcement Investigations (LEI) software applications and analytic solutions required to perform their investigations; act as an advocate for the customer within SAS; and assist client leadership and officials in maintaining tools that keep their public safety front-line workers and their communities safe.  SAS offerings reside on multiple operating systems/platforms and often include real-time integrations with related third-party tools.  As a member of this enhanced support team within SAS Technical Support, the Enhanced Technical Support Consultant relies on knowledge of domain specific SAS software configuration, usage, features and functions; and routinely leverages that knowledge to resolve customer issues as well as influence future software usage.  This position also collaborates with the sales, delivery, industry consulting and Research and Development (R&D) teams regarding industry specific configurations, products, and services offerings. 

Primary Responsibilities:

• Apply technical expertise and SAS product knowledge to enhance the client experience as well proactively own and resolve customer issues
• Communicate purposefully and effectively with customers and SAS experts during the problem resolution process
• Troubleshoot, reproduce, and diagnose customer reported problems, provide suitable solutions and accurately document specific information in the ticketing system during the entire case life cycle
• Manage internal/external expectations and resolution pressures including owning and coordinating problem escalation activities and communications
• Participate in shared, rotational on-call afterhours support for Sev1/0 or blocker level issues. Occasionally work outside of business hours to assist in the remediation of urgent/blocker issues or scheduled maintenance
• Routinely and proactively build knowledge of SAS languages, procedures, and programming skills and stay current with new product and service offerings in a fast-growing market segment
• Participate in the product lifecycle with other groups/divisions, including R&D, to improve the quality and design of future software releases/configurations  
• Proactively share product knowledge by authoring software usage, problem or sample notes, technical papers, technical presentations, and engaging in the SAS Communities
• Suggest, manage, or implement special or philanthropic projects to assist Technical Support, users, other teams or corporate SAS
• Be willing to submit finger printing and complete a background check at the federal, state or local level
• Personally responsible for the support of software components; first-line support for incoming issues.
• Has increasing responsibility regarding whole-product or operating system support and will escalate and collaborate on areas that are less familiar or more complex.
• Sphere of Influence: immediate co-workers, broader JPS/Technical Support, R&D.
• Other responsibilities may be assigned or determined as needed
• Travel: (No more than 10%)
  • To SAS corporate headquarters for occasional department/team meetings
  • To customer sites for software support, programming assignments, system admin, etc.

What experience we’re looking for

• Bachelor’s degree in Business Technology, Computer Science, Engineering or related field. Equivalent work experience is acceptable in lieu of degree.
• At least 5 years’ experience in tech support, technical engineering, production support, software testing, software development or supporting complex software applications and integrations.
• Experience with SAS Viya 4.0. Additionally, experience with SAS Visual Investigator (VI), Intelligence and Investigations Management (IIM), Law Enforcement Intelligence (LEI)and/or Visual Analytics (VA) is beneficial.
• Basic experience with Linux
• Familiarity with and desire to expand knowledge on cloud storage applications.
• General use and configuration of application workflow and approvals
• Understanding and experience with relational databases such as PostgreSQL and Oracle
• Demonstrated knowledge of SAS operational tools (i.e., Jira, Sirius, ServiceNow)
• Experience with SAS 9+ and SAS Viya 3.4+.

Additional skill differentiators

• Experience with Viya 4.0 administration is a huge plus!
• Entity resolution experience.
• ETL concepts and methodologies
• Python, SQL, and/or JavaScript development
• Supporting customer deployed solutions with customizations as well as “out of the box” SaaS
• Cloud computing concepts
• Experience working with the Justice & Public Safety, Fraud, Security, or Investigative domains or similar

Other knowledge and abilities

• Effectively communicate and work across departments to solve problems ranging in complexity and technical nature
• Experience managing the customer’s expectations and maintaining a calm and collected demeanor during potentially stressful situations such as a systemwide or functional outage or degradation
• Determining software circumventions when fixes are not feasible
• Ability to work independently and as part of a team

World-Class Benefits  

Highlights include...

• Comprehensive medical, prescription, dental and vision plans.
• Medical plan options include...
  • PPO with low annual deductible and copays.
  • HDHP combined with a health savings account with a contribution from SAS (no access to on-site health care center).
• Onsite Health Care Center (HQ) that’s free to employees and family members enrolled in the PPO plan. There's a pharmacy too! Not local to HQ? The pharmacy will ship prescriptions for no additional charge!
• An industry-leading 401k plan.
• Generous time away including vacation time, a variety of paid holidays, and our much-loved U.S. Winter Wellness Break between December 25 and January 1.
• Volunteer Time Off, parental leave and unlimited paid sick days.
• Generous childcare benefits for all full-time employees.

Diverse and Inclusive

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and it’s essential to who we are. To put it plainly: you are welcome here.

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. SAS is an equal opportunity/Affirmative Action employer. All qualified applicants are considered for employment without regard to race, color, religion, gender, sexual orientation, gender identity, age, national origin, disability status, protected veteran status or any other characteristic protected by law. Read more: Know Your Rights. Also view the Pay Transparency notice.

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.

SAS only sends emails from verified “sas.com” email addresses and never asks for sensitive, personal information or money. If you have any doubts about the authenticity of any type of communication from, or on behalf of SAS, please contact Recruitingsupport@sas.com.

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