Technical Support Engineer

SAS Slovakia, s. r. o.

Place of work
Lazaretská 12, Bratislava
Contract type
Start date

Information about the position

Job description, responsibilities and duties

Provides 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. Routinely leverages that knowledge to resolve SAS customer issues and influence software direction.

Primary Responsibilities:
- Provides technical support to customers by taking telephone calls on all product areas, providing information on documented problems, and resolving customer issues in primary support areas via telephone and email.
- Routinely provides technical support to multiple categories of domestic and international customers including software licensees, consulting groups including Alliance partners, system engineers/architects, and enterprise hosting.
- Directly assists customers who are using or troubleshooting enterprise-class, multi-tier software applications and/or solutions. Collaborates with experts across technical support departments and SAS divisions.
- Applies specialized business domain knowledge and an understanding of the business problems that are addressed by SAS applications and/or solutions to assist customers.
- Routinely facilitates the timely and sufficient resolution for complex problems and business critical issues that involve multiple areas of the SAS system.
- Interprets documentation and explains error messages to audiences with varied backgrounds. Suggests the appropriate SAS procedure, language feature, product and/or solution, or the supporting systems software or infrastructure feature for the particular type of functionality that is requested. Provides limited guidance and references to help interpret the output that is produced by tools, products and/or solutions.
- Accurately documents and specifies information in the tracking system during the entire track life cycle.
- Routinely utilizes knowledge of SAS platform architectures and knowledge of complex interactions between multiple SAS system components and third-party products to trouble-shoot, diagnose and resolve software problems. Might replicate customer environments in order to reproduce and debug problems.
- Keeps abreast of other vendors’ products and contacts vendors to report problems and obtain information and/or advises users how to most effectively use the SAS System in conjunction with them.
- Communicates effectively with customers and maintains proactive contact during the problem resolution process.
- Manages internal and external project pressures including coordinating/managing problem escalation activities, communications, and customer expectations (outside business hours as appropriate).
- Routinely sets and manages expectations internally and externally at all levels of technical and business management, often under pressure where decisions have a significant business impact for SAS and/or customers.
- Builds and applies expertise in emerging SAS technologies, portfolio offerings, and third party requirements/software.
- Serves as a liaison between the user community and the rest of SAS. Acts as an advocate for the customer.
- Solicits feedback on technical support services.
- Engaged in the customer lifecycle including pre-sales activities, proof-of-concept, architecture and system design, implementation, hand-off, production support, and maintenance.
- Keeps other groups informed of problems, suggestions and general comments and concerns as appropriate.
- Stakeholder in the product lifecycle through gate reviews, commit to ship and sign-off activities, feature/defect submission, and evaluating proposed changes in hot fixes, maintenance, and new releases.
- Keeps Software Research and Development abreast of reliability and maintenance topics and provides input on software design based on customer feedback, domain and software knowledge.
- Reviews product documentation for technical accuracy, consistency, and user’s point of view. Might review education courses. Keeps technical documentation and training staff informed of customer needs and feedback for changes and enhancements to documentation.
- Authors software usage and problem notes. Authors technical papers.
- Collaborates with System Technical Support Engineers to install and configure solutions for software release cycles and problem troubleshooting. Performs limited usage validation of new software release packages.
- Suggests, manages, and implements special projects to assist Technical Support, users, or other departments/teams/divisions.

Additional Responsibilities
- Sphere of Influence: immediate co-workers.
- Responds to high priority tracks with assistance and guidance from others.
- Might author SAS Notes, technical papers, sample programs, etc.
- Might assist in pre-release validation of software including package validation. Reviews documentation and education courses to give a user’s point of view.

Employee perks, benefits

- Employment with a diverse and dynamic company that has been globally recognized as "Employer of Choice"
- Supportive and friendly working environment
- Opportunities for professional growth
- Opportunity to work with high-level business solutions
- Competitive remuneration and benefits package, including lunch vouchers, private health care, life/accident insurance, paid sick days, language courses, extra vacation days, team sports and other social activities.

Requirements for the employee

Candidates with education suit the position

Secondary with school-leaving examination
Follow-up/Higher Professional Education
University student
University education (Bachelor's degree)
University education (Master's degree)

Educational Specialization


Language skills

English - Advanced (C1) and Slovak - Proficiency (C2)

Personality requirements and skills

Knowledge, Skills and Abilities
- Some knowledge of SAS products and their applications or specialized products related to the assigned area
- Shows increasing ability to debug complex problems and report issues/defects to Development
- Is proficient in OS knowledge (Windows Server, Linux) and network and client server infrastructure
- Any other programming language is an advantage

Personality requirements and skills
- Communication skills, pro-active approach, responsibility, flexibility
- Analytical thinking
- Good interpersonal skills
- Ability to work independently and as part of a team
- Self-motivation, focus on results delivery


Brief description of the company

About SAS:
For 40 years we’ve been giving our customers the Power to know and through constant innovation we’ve remained the leader in analytics software and services. SAS helps organizations drive value from data. This includes detecting fraud, transforming customer experiences, and even finding cures for diseases.
With more than 14,000 employees worldwide, SAS has an extensive network of subject matter experts ready to apply their expertise to some of the world’s biggest challenges. From a market standpoint, SAS has a dominating presence in over 83,000 customer sites, ranging from telecommunications, banking, retail, manufacturing, government and others.
If you are interested in furthering your career in analytics, there’s no better place than SAS. You can get your hands on new SAS technologies with access to free online training and lifelong learning opportunities.
Yes, SAS makes great software, but it’s our people who make the real difference. Our people look beyond facts and figures to deliver the insights our customers need. We want our people to truly love what they do – so we’ve worked hard to establish a culture that fosters creativity, collaboration and innovation. We’re proud to be recognized by the Great Place to Work® Institute where we are ranked No. 2 globally.
We value diversity in our workforce and are an equal opportunity employer. So if you are interested in joining us then we’d love to hear from you. Check out our careers page for more information about life at SAS and current role vacancies.

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Number of employees

25-49 employees

Company address

SAS Slovakia, s. r. o.
Lazaretská 12
811 08 Bratislava
ID: 3335810   Dátum zverejnenia: 14.3.2018