Product Support Engineer

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. As one of the fastest-growing SaaS companies in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming apublic benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

We are seeking a talented Product Support Engineer to join our Product Support team. You will be part of a young and exciting company that is recognized as the market leader in the SaaS space with our Industry Cloud for Life Sciences.

As a member of the team, you will be tasked with supporting our customers and internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with the Development and QA teams to diagnose, troubleshoot, and resolve complex issues. You will need to learn and adapt quickly, be persistent, and demonstrate "out-of-the-box" thinking.

This is a full-time Monday-Friday job with rotational on-call responsibilities for public holidays and weekends.

We're hiring for multiple levels and have openings for Product Support Professionals at the Associate and Senior levels. If you're excited by what we're building, we encourage you to apply.

What You'll Do

• Provide global support covering all issues related to Veeva applications.
• 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, 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
• 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

• 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

• Understanding of Java, SSO, SQL, HTML
• Life Science or Salesforce Experience
• Knowledge of Zendesk, Jira, and Confluence
• Japanese, Korean and or Mandarin
• Near or in Sydney

Veeva's headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances.

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation's conduct—including customers, employees, and the community—in addition to shareholders' interests.

In February 2021, Veeva became the first public company to convert to a Public Benefit Corporation (PBC).

Unlike a traditional corporation, whose only legal duty is to maximize shareholder value, PBCs consider their public benefit purpose and the interests of those materially affected by the corporation's conduct—including customers, employees, and the community—in addition to shareholders' interests.

Veeva's public benefit purpose is to help make the industries we serve more productive and create high-quality employment opportunities.

Our equity program is designed to enable the vast majority of our employees to participate. Our unique approach to awarding equity grants allows our employees to be shareholders so they can benefit financially in the company's growth.

Veeva has taken a strong stance against the use of non-compete agreements that can limit employee opportunities. We do not require our employees to sign non-compete agreements, and we have taken legal action to fight the unfair use of these agreements by other companies because we believe such agreements limit an employee's fundamental right to work where they choose. We believe in our people and want them to be successful here at Veeva or wherever their careers take them.

"Veeva's engineering teams take a pragmatic approach to software development. We offer an ideal environment for engineers who value focus, speed and integrity in their work."

—Jacob Marcus
VP, Engineering

"I appreciate that Veeva values autonomy over alignment. As a result, we get to make decisions as a small team and ship products faster."

—Shilpa Chandermohan
Software Engineer

"As a software engineer at Veeva, I'm proud to be doing meaningful work building clinical trial software that will benefit so many people."