Associate Technical Support Engineer

Provide technical support for enterprise-class SAS business software applications and solutions by applying specialized domain knowledge of software usage, features, functions, and interactions among application components. Routinely resolve SAS customer issues, interpret documentation to suggest appropriate software features and procedures, and troubleshoot complex business domain or technical problems involving multiple areas of the SAS system. Proactively communicate with customers and experts across SAS during problem resolution, manage internal and external expectations, and coordinate problem escalation activities. Build knowledge of SAS and specialized technical domains, review product documentation for accuracy, and author software knowledge base articles and technical presentations. Act as a stakeholder in the product lifecycle with Research and Development to influence future software releases and product direction based on customer feedback.