Product Support Engineer

🕒 March 31

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Veeva Systems

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

☁️ SaaS

⚕️ Healthcare Insurance

💊 Pharmaceuticals

SaaS • Healthcare Insurance • Pharmaceuticals

Veeva Systems is a cloud-computing company focused on the global life sciences industry. It provides software, data, and consulting services to streamline research and development, quality management, regulatory operations, and commercial processes. Veeva's solutions encompass clinical trials, regulatory submissions, drug safety management, and commercial execution to support life sciences enterprises in their mission to improve and extend life.

📋 Description

• Provide global support covering all issues related to the Veeva product suite • Learn everything about our software and use that knowledge to ensure client success • Support the client administrators across multiple organizations • Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues • Handle inquiries regarding all technical issues and information requests on application capabilities, navigation, installation, or configuration • Provide coordinated support for getting new releases and configuration changes into production • Gather information for analysis, carry out the necessary research, set up test environments, replicate issues locally, and propose resolutions or workarounds • Be a client-facing representative of the Development and Product teams • Document new processes and keep existing documentation and tools up to date as the environment changes • Interface with engineering, product management, and professional services when necessary • Attend daily meetings and provide status updates

🎯 Requirements

• 2+ years of support experience in 2nd- or 3rd-line product support positions • The desire to learn new soft and technical skills • Experience working closely with Development and Technical Operations • Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations (e.g., FTP, Postman, AWS Tools) • Fluent in English, both written and verbal • Analytical mindset, a natural problem solver with a hands-on approach

🏖️ Benefits

• Private medical insurance • Life assurance • Employee capital plans • Glasses reimbursement • Health & wellness programs • Mobile phone & home internet reimbursement