Job Description

Principal Systems Engineer- ACS Escalations Team

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 

We are seeking an innovative and enthusiastic individual in the Principal Systems Engineer role to join our SAS Americas Customer Success Escalation team.

As a member of the ACS Escalation team, you will lead frontline escalation assistance to our most important customers. You will leverage your technical expertise of SAS software and computing technologies to support our customers. You will work with many different SAS resources including Research and Development, Technical Support, Product Management, Hosting, Consulting Services and Sales. Your expertise with SAS architecture and platform technologies including SAS 9.4, SAS 9 Grid, Viya 3.x and Viya will be crucial to escalation resolution.

Duties include:

• collaborating with colleagues, customers, and SAS teams to support our customers
• providing executive level communications and incident handling on escalations
• coordinating and leading meetings with customer business and technical staffs
• trouble shooting and researching the issues reported by the teams during the escalation
• understanding the technical issues and formulate innovative solutions to help solve them
• tracking escalations and recognizing repeating issues across multiple customers
• detailing recommended changes to SAS offered products and services discovered from escalations

Some travel might be necessary to support our customer’s escalations on a case by case basis.

As an Advisory Systems Engineer you will:

• Builds a trusted relationship with the Customer Success Manager and account stakeholders to provide practical guidance in the functional and technical aspects of software and set proper expectations to ensure customer satisfaction.
• Delivers standard, customized and/or strategic presentations outlining the proposed software functional capabilities, competitive advantages and business benefits.
• Delivers technical architecture related information, leads technical discovery sessions, responds to architecture and infrastructure questions as necessary.
• Develop required client relationships in order to develop client trust and gain deeper insight to client situation, needs, and internal situations, with the intent of developing mutually beneficial long-term SAS/client relationships.
• Maintains and develops relevant knowledge levels of technical and industry trends in order to identify impacts and opportunities created by these trends.
• Conducts discovery meetings to collect, clarify and document technical and business requirements.
• Plans and implements customer retention and post-sale strategies to ensure account satisfaction.
• Provides demonstration and business development support at vendor-sponsored events, trade shows, and user group meetings.
• Develops familiarity with company sales initiatives, product positioning, pricing, proposals, and models.
• Participates in product, solution and/or technical training to acquire and maintain detailed level of product knowledge of core components of SAS offerings.
• Works pro-actively with the extended teams of Research and Development, Technical Support, Product Management, Hosting, Consulting Services, Sales and Customer Advisory.
• Performs other duties, as assigned.

Additional Responsibilities

• Directs activities and trains other staff members.
• Communicates with key decision makers to impact customer and company success.
• Serves as high-level strategist to staff and management for escalations.
• Provides the business unit with thought leadership on emerging technical escalation trends on SAS product and service offerings.

Required Qualifications:

• Broad knowledge of company critical business areas and the ability to apply that information in all responsibilities.
• Experience with working on issues that impact design/selling success or address future concepts, products, or technologies.
• Experience creating formal networks with key decision makers and serves as external spokesperson for the organization.
• Exercises wide latitude in determining objectives and approaches to critical assignments.
• Bachelor's degree 12 years relevant experience
• Superior knowledge of SAS products, peripheral technologies and implementation best practices for designing complex, multi-solution architectures
• Superior problem solving, organizational, decision-making, written, oral and interpersonal skills.

Role Comptencies: 

• Applied Learning:Assimilating and applying new job-related information in a timely manner
• Building Customer Loyalty:Meeting and exceeding internal or external customer expectations while cultivating relationships that secure commitment and trust
• Collaborating:Working cooperatively with others to help a team or work group achieve its goals
• Earning Trust: Gaining others’ confidence by acting with integrity and following through on commitments while disclosing own positions; treating others and their ideas with respect and supporting them in the face of challenges
• Sales Persuasion: Gaining prospect or customer commitment to a product, service, or idea by using effective influence strategies.

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 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.

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