Product Support Engineer

Overview

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 became a public benefit corporation (PBC) in 2021, legally bound to balancing the interests of customers, employees, society, and investors. Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

Location: Sydney, New South Wales, Australia

The Role

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. You will support our customers and internal stakeholders, such as our Consulting and Sales Engineering teams, and 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 are hiring for multiple levels and have openings for Product Support Professionals at the Associate and Senior levels.

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

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

Nice to Have

• 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

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service

Industries

• Software Development
• IT Services and IT Consulting
• Pharmaceutical Manufacturing

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.

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