Software Application Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeSupport Full time $115,253 - $118,761

About the Role

We're seeking a Product Support Engineer to join our team. As part of our young and exciting organization, you will be recognized as a leader in the SaaS space with our Industry Cloud for Life Sciences.

You will support our customers and internal stakeholders, and work closely with the Development and QA teams to diagnose, troubleshoot, and resolve complex issues.

Your Key Responsibilities

  • Provide global support covering all issues related to Veeva applications.
  • Learn everything about our software and use that knowledge to ensure client success.
  • 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.

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.

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