Associate Technical Support Analyst

Job Description

Job Title: Associate Technical Support Analyst

Location: Pune, India

Department: Technical Support

Type: Full-Time

We are seeking a proactive and passionate Associate Technical Support Analyst to join our Technical Support Operations Command team in Pune, India. This role puts you on the frontline of technical supportmanaging customer cases, troubleshooting issues, and collaborating with experts across SAS. Youll be part of a vibrant team where curiosity, continuous learning, and collaboration are core to everything we do.

You will work closely with global teams, contribute to product quality, and provide exceptional support for SAS software applications running on multiple platforms.

Key Responsibilities

- Provide end-to-end technical support including troubleshooting, prioritizing, diagnosing, and resolving customer-reported problems.
- Manage SAS Managed Services cases by coordinating with SAS Cloud Operations and other Technical Support teams.
- Take ownership of high-priority customer calls and issues, following escalation procedures where needed.
- Communicate effectively with customers via phone, email, and Microsoft Teams.
- Document all customer interactions accurately in the tracking system throughout the issue lifecycle.
- Build expertise in SAS software usage, programming, and relevant third-party tools to help resolve issues and guide product development.
- Suggest and contribute to proactive materials like SAS Notes, technical documents, and knowledge base content.
- Participate in a 24x7x365 on-call rotation and work flexible shifts as per business needs.
- Stay up to date on competitor tools, industry best practices, and how SAS products integrate with other software.

What Were Looking For

- A highly motivated problem solver with a passion for helping others.
- Someone who thrives in a collaborative environment and enjoys learning every day.
- A curious and creative thinker with excellent research skills.
- Comfortable managing multiple tasks under pressure with attention to detail.
- Able to write clearly and communicate technical ideas in simple, user-friendly language.

Required Qualifications

- Bachelors degree or equivalent combination of education, training, and experience.
- 05 years of experience in technical support or a related field.
- Strong grasp of at least one operating system (Windows, UNIX, or Linux), with familiarity across all.
- Excellent written and verbal communication skills in English.
- Proven ability to collaborate with teams and interface with customers effectively.
- Prior experience with complex software support, projects, internships, or technical documentation is a plus.

Nice To Have

- Exposure to SAS language, procedures, or similar analytics tools.
- Experience validating software fixes or reviewing technical documentation.
- Familiarity with support tools (e.g., ticketing systems like ServiceNow).
- Desire to mentor others or contribute to internal training content.

This role is perfect for someone who is service-oriented, technically curious, and ready to grow in a fast-paced, global technical environment. If that sounds like you wed love to hear from you

Diverse and Inclusive

At SAS, its not about fitting into our culture its about adding to it. We believe our people make the difference. Our diverse workforce brings together unique talents and inspires teams to create amazing software that reflects the diversity of our users and customers. Our commitment to diversity is a priority to our leadership, all the way up to the top; and its essential to who we are. To put it plainly: you are welcome here.

Additional Information

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 [Confidential Information].

#SAS

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