Sr Technical Support Account Manager

Senior Technical Support Account Manager - Saudi Arabia, Riyadh

We’re a leader in data and AI. Through our software and services, we inspire customers around the world to transform data into intelligence – and questions into answers.

If you’re looking for a dynamic, fulfilling career with flexibility and a world‑class employee experience, you’ll find it here. We’re recognized worldwide for our inclusive culture and innovative technologies by organizations such as Fast Company, Forbes, and Newsweek.

Responsibilities

• Act as a strategic technical advisor to customers on SAS support activities.
• Communicate clearly and effectively with customers and SAS experts throughout the problem‑resolution process, documenting all details in the case management system and providing status updates.
• Set and manage internal and external expectations, coordinate problem‑escalation activities (including outside business hours for critical issues), and follow SOPs to ensure consistent delivery of standards and services.
• Build knowledge of SAS applications and business domains to help customers understand risks, recommend mitigation strategies, and facilitate timely resolution of issues.
• Collaborate with technical support departments, SAS divisions, and partners; keep stakeholders informed of problems, suggestions, and comments.
• Identify and share account intelligence with sales teams, uncover new software or service sales opportunities, and contribute to proposals for new support services.
• Suggest, manage, and implement special projects to assist Technical Support, users, or other teams.
• Ensure adherence to all applicable security policies and processes.
• Embrace curiosity, passion, authenticity, and accountability – values that influence everything we do.

Required Qualifications

Additional Competencies, Knowledge & Skills

Benefits Highlights

At SAS, it’s not about fitting into our culture – it’s about adding to it. We believe our people make the difference, and our inclusive workforce brings together unique talents to create software that reflects the diversity of our users and customers.

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