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Product Support Engineer

extra holidays - extra parental leave - fully flexible

Remote:

Full Remote

Contract:

Full time

Experience:

Mid-level (2-5 years)

Work from:

India

Offer summary

Qualifications:

At least 3 years of experience in Level 2/3 Application Support preferably in cloud/hosted environment, Strong problem-solving skills using industry-standard methods.

Key responsabilities:

Assist in resolving issues for Veeva Vault Quality Suite applications for Indian customers
Act as a liaison between customers, internal teams and drive solutions until resolution

Veeva Systems Computer Software / SaaS SME https://www.veeva.com/

5001 - 10000 Employees

See more Veeva Systems offers

Job description

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.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

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

As a member of the Product Support team you will be charged with supporting our customers, as well as internal stakeholders, such as our Services and Solution Consulting teams. You will work closely with Development and QA teams to diagnose, troubleshoot and resolve complex issues. The successful candidate will need to learn and adapt quickly, be persistent and demonstrate “out of the box” thinking.

This is a remote, full-time, Monday – Friday, permanent job with rotational on call responsibilities for weekend coverage. Veeva is a work anywhere company with no location requirement. Applicants who live in Pune, Bangalore, Chennai are encouraged to apply.

What You’ll Do

Provide support covering all issues related to Veeva Vault Quality Suite applications, primarily to India customers.
Learn everything about our software to be a Subject Matter Expert
Handle inquiries regarding technical issues, information requests on application capabilities
Troubleshoot critical production issues, including system unavailability and data integrity issues, and propose resolutions or workarounds
Provide coordinated support for getting new releases and configuration changes into production
Be a customer facing representative for the Development and Product teams
Be responsible for ticket and/or customer escalations and drive progress until resolution
Interface with Engineering, Product Management and Services when necessary
Maintain Product Support Knowledge Base

Requirements

3+ years work experience in Level 2/3 Application Support.
Experience in a cloud/hosted environment
Self-motivated, experience of working successfully in a rapidly changing environment and handling pressure
Eager to learn new technical, communication and interpersonal skills
Ability to replicate & diagnose issues using industry-standard tools and techniques, and propose resolutions or workarounds
Excellent verbal and written communication skills in English and Hindi

Nice to Have

Experience with the life science and healthcare industry
Experience working with Enterprise Software Support, preferably Content Management Solutions
Experience working with Zendesk, Jira, and Confluence

Perks & Benefits

Allocations for continuous learning & development
Health insurance with generous coverage limits
Allowance for wellness & fitness programs

#LI-Remote

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.