Associate Technical Support Analyst
- SAS Research
- 0 - 5 years
- Pune
- 29 days ago
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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 support managing customer cases, troubleshooting issues, and collaborating with experts across SAS. You ll 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 We re 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:
- Bachelor s degree or equivalent combination of education, training, and experience.
- 0 5 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 we d love to hear from you!
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Additional Information:
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Job Classification
Industry: Analytics / KPO / ResearchFunctional Area / Department: Engineering - Hardware & NetworksRole Category: IT NetworkRole: Network (Support) EngineerEmployement Type: Full timeContact Details:
Company: SAS ResearchLocation(s): Pune+ View Contact
Keyskills: Unix Ticketing Managed services SAS Linux Windows Troubleshooting microsoft Technical support Analytics
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SAS Research
SAS is the leader in business analytics software and services, and the largest independent vendor in the business intelligence market. Through innovative solutions, SAS helps customers at more than 70, 000 sites improve performance and deliver value by making better decisions faster.
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