Technical Support Account Manager

Technical Support Account Manager (Real Time Solutions - Fraud)

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About the job

The SAS Technical Support Solutions Division is looking for a Technical Support Account Manager/Solutions Engineer to provide technical support account management as well as Level 1 & 2 support for issues from customers of our SAS Real Time Solutions. Our products provide our customers with real time information that helps them to make the best business decisions while avoiding fraud in the banking, credit/debit, and application industries.

As a Technical Support Account Manager/Solutions Engineer, you will:

• Serve as a technical advisor to multiple customers using the SAS Real Time Solutions, including conducting meetings, providing reports, and advocate for customer needs.
• Provide first and second level support for external and internal customers using our enterprise-class SAS products and solutions. You will liaise with R&D to diagnose product architecture, deployment, performance and configuration issues, in a time-critical manner. 
• Consistently set and manage internal and external expectations at all levels of technical and business management including coordinating/managing problem escalation activities, resources and communication.  (Outside business hours for business-critical problems as appropriate).
• Routinely utilize knowledge of complex interactions between multiple SAS system components and third-party products to recommend best practices, trouble-shoot, diagnose and resolve software problems. Potentially replicating customer environments to reproduce and debug problems. 
• Suggest, manage and implement special projects to assist Real Time Solutions Technical Support, users, and other teams.

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 in computer science or related field, or equivalent experience.
• 3+ years of experience in technical support, customer support, or similar.
• Equivalent combination of education, training and experience may be considered in place of the above qualifications.
• Excellent analytical and problem-solving skills. 
• Mastery of the English language.
• Ability to diagnose a broad range of problems. 
• Experience with various operating systems, including familiarity with LINUX, and similar enterprise software and web application servers. 
• Specific knowledge of one or more database systems including Oracle, DB2, PostgreSQL. 
• Ability to handle multiple high-priority projects concurrently and adapt to changing priorities and deadlines. 
• Ability to perform in both team and individual environments. 
• You're curious, passionate, authentic and accountable. These are our values and influence everything we do.

Preferred Qualifications

• Excellent written and verbal communication skills.
• Ability to work with people of varied technical/analytical backgrounds and cultures.
• Ability to perform in both team and individual environments.
• Experience working with SAS solutions and products.
• Experience with SAS9 or Viya platforms
• Experience with AWS/AZURE/Cloud infrastructure.
• Hardware knowledge of storage, network, CPU, and memory.
• Knowledge of TCP/IP and networks
• SAS Certifications. 

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:

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