Veeva Systems is looking for a Product Support Engineer to help life sciences companies bring therapies to patients faster by providing support for Veeva applications, troubleshooting critical production issues, and ensuring client success.
Requirements
- Ability to diagnose and use industry-standard tools and techniques to ensure the application performs to client expectations (e.g., FTP, Postman, AWS Tools)
- Understanding of Java, SSO, SQL, HTML
- Life Science or Salesforce Experience
- Knowledge of Zendesk, Jira, and Confluence
Responsibilities
- Provide global support covering all issues related to Veeva applications
- Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
- Handle inquiries regarding all technical issues, 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, setup test environments, replicate issues locally, and propose resolutions or workarounds
- 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
Other
- 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
- Fluent in English and Japanese both written and verbal
- Analytical mindset, a natural problem solver with a hands-on approach
- Rotational on-call responsibilities for public holidays and weekends.
