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 a
public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.
As a
Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.
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.
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 DoProvide global support covering all issues related to Veeva applicationsLearn everything about our software and use that knowledge to ensure client successSupport the client administrators across multiple organizationsTroubleshoot critical production issues affecting end-users, including system unavailability and data integrity issuesHandle inquiries regarding all technical issues, information requests on application capabilities, navigation, installation, or configurationProvide coordinated support for getting new releases and configuration changes into productionGather information for analysis, carry out the necessary research, setup test environments, replicate issues locally, and propose resolutions or workaroundsBe a client-facing representative of the Development and Product teamsDocument new processes and keep existing documentation and tools up to date as the environment changesInterface with engineering, product management, and professional services when necessaryAttend daily meetings and provide status updatesRequirements2+ years of support experience in 2nd- or 3rd-line product support positionsThe desire to learn new soft and technical skillsExperience working closely with Development and Technical OperationsAbility 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 and Japanese both written and verbalAnalytical mindset, a natural problem solver with a hands-on approachNice to HaveUnderstanding of Java, SSO, SQL, HTMLLife Science or Salesforce ExperienceKnowledge of Zendesk, Jira, and ConfluenceKorean and or Mandarin#LI-Remote
#LI-Associate
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.
