Master’s Notebook
Opportunities Abound for
Statisticians in Tech Support
Kathleen Kiernan
s
tores have an abundance
SAS customers. As a result, my
of T-shirts, bumper stick-
day is roughly divided between
ers, and greeting cards for
phone duty, researching solu-
doctors, engineers, and teach-
tions to customers’ questions,
ers—even for horticulturists.
communicating solutions
But, I have never seen anything
to customers, and career
for statisticians. Statistics are
development.
used in most professions in one
When a customer
way or another, but it is often
calls the SAS switch-
an ‘invisible’ occupation. I am
board with a statisti-
not surprised I didn’t find out it
cal software question,
was an area of study until taking
they are transferred to
a compulsory statistics course
the statistician assigned
for my master’s degree in animal
to phone duty. If the
breeding. I admit, when asked
statistician on phone
what I wanted to be when I
duty cannot resolve the
grew up, I never said “I want to
question, they either file it
be a statistician.” However, I am
for later research or route it
glad it is where I ended up.
to the statistician covering that
My professors at Kansas State
specific area. For my areas, I can
University inspired me toward
usually find the solution in my
statistics. They made the mate-
personal usage notes and sam-
rial interesting and relevant,
ple programs of explanations
developers. We also help write
and after my first linear models
and resolutions. Other times,
and review any new documen-
course, I was hooked. I immedi-
the questions require research
tation that results from the sug-
ately realized the career poten-
through SAS resources, cowork-
gestions. Second, we write usage
tial after graduating with my
ers, statistics books, or papers.
notes with explanations, solu-
master’s degree. I interviewed
More complicated issues require
tions, and sample programs that
several places before accepting
not only research, but possible
use existing or simulated data.
a position in the technical sup-
consultation with a software
Keeping a complete record of
port division at SAS Institute.
developer. The developers are
information in our files goes
Over time, I realized how lucky
great to work with; they invite
a long way in freeing up our
I was to find such a fascinating
questions and usually drop their
time later.
specialty. Not everyone is so
own work to treat the question
I am well suited to this career
lucky, which is what prompted
as a priority.
for a variety of reasons. While
me to share my experience.
Documentation is a big part
my main areas of focus in col-
My team within SAS tech-
of the job. SAS technical sup-
lege were mathematics, statis-
nical support is dedicated to
port documents the questions
tics, and education, I also am
statistics. Although there is
from each customer along with
able to use my background in
some overlap of responsibility,
the corresponding solutions.
chemistry, biology, and genetics.
everyone has their own areas
This documentation serves two
Additionally, I am at an advan-
of expertise. My focus cen-
purposes. First, we keep track
tage because I was a graduate
ters on linear and generalized
of frequently asked questions
teaching assistant and taught
mixed models, design of experi-
so areas of concern or sugges-
undergraduate statistics courses.
ments, and genomics, and my
tions for new features can be
I am able to explain statistics to
job depends on questions from
communicated to the software
nonstatisticians; being able to
December 2009 AmstAt News 35
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