Manager, Technical Support Engineering

Job Description

Manager, Technical Support Engineering - Remote or Hybrid

 

At SAS, where you start doesn’t have to be where you end; and there is ample opportunity for internal career mobility. Whether you’re looking to grow a new skill or experience a new role, there’s no time like the present to take the next step; and we’re here to support you in your journey.

 

About the job

 The SAS Technical Support Division is looking for an innovative and dedicated individual to lead an engineering support department responsible for, but not limited to, SAS Visual Analytics and SAS EBI legacy software and their related technologies.  You will oversee the technical support provided to field engineers, technicians, and customers who are diagnosing, troubleshooting, and repairing either sophisticated computer systems or software systems/applications. This position supervises Technical Support staff that respond to situations where standard procedures have failed to isolate or fix problems in malfunctioning systems or software. You will establish and maintain lines of communication with design engineering and software development on design, reliability, and maintenance issues; ensure that staff members are current with the latest upgrades and/or new releases; select, develop, and evaluate personnel to ensure the efficient operation of the department/team/function; and may be involved in customer installation and training programs

 

As a Technical Support Engineering Manager, you will: 

• Monitor case management system, ensuring adequate responses are given in areas of responsibility and within appropriate time frame; adjust staff responsibilities and workloads as necessary.
• Proactively set and manage expectations, including escalation activities and service level commitments, for both internal and external customers.
• Interface with Professional Services Division to ensure implementation transition to Technical Support is complete.
• Handle administrative matters for the department/team, such as personnel actions, performance appraisals, etc.
• Ensure the quality of technical support provided by the department/team and take steps to improve it.
• Take initiative to improve the level of support offered by the global Technical Support Division.
• Provide support to global technical support staff and/or other departments/teams/divisions.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other departments/teams/divisions.
• Investigate very technical questions requiring a high level of expertise, document problems, request fixes, and handle customer contact for such problems.
• Take an active role in working with other groups and divisions to improve future software releases.
• Perform other duties, as assigned.

 

Role Competencies

 

• Collaborating - Working cooperatively with others to help a team or work group achieve its goals.
• Communication - Conveying information and ideas clearly and concisely to individuals or groups in an engaging manner that helps them understand and retain the message; listening actively to others.
• 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.
• Technical/Professional Knowledge & Skills - Having achieved a satisfactory level of technical, functional, and/or professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise; leveraging expert knowledge to accomplish results.
• Work Standards - Setting high standards of performance for self and others; assuming responsibility and accountability for successfully completing assignments or tasks; self-imposing standards of excellence rather than having standards imposed.

 

Required qualifications 

• Bachelor's degree, preferably in Computer Science, or a related quantitative field
• 5 years of experience working within a global technical support division.
• 3 years of direct enterprise software customer interaction
• You’re curious, passionate, authentic and accountable. These are our values and influence everything we do

 

Preferred Qualifications

 

• Experience with SAS Visual Analytics and its related technologies
• Experience in sales, marketing, or software research and development
• Management or Team Lead experience
• Familiarity with SAS EBI software and its related technologies
• Knowledge of Technical Support Division procedures and tools
• Familiarity with SAS technologies and solutions

 

Resources for career development

 

• Learn more about Internal Career Mobility on InsideSAS
• Check out the Career Development SharePoint site and join the Career Development community on Yammer
• Learn about career programs, including Career Circles, Career Mentoring and the Learning & Development Exchange
• Explore hundreds of resources in our Career Development Resource Library, organized by topic.

 

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.

#SAS