Product Support Engineer

Summary

Veeva Systems is a mission-driven organization and pioneer in industry cloud, helping life sciences companies bring therapies to patients faster. The Product Support Engineer will support customers and internal stakeholders, troubleshoot complex issues, and collaborate with various teams to ensure client success.

Responsibilities

• Provide global support covering all issues related to Veeva Vault and integrations with Veeva CRM and Salesforce.com
• 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

Skills

• A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile App for a friend's company? Tell us about it!
• Computer or Software administration / development
• Knowledge of SQL database / ability to write queries
• Understanding of HTML, XML, JSON
• Experience building / working with Mobile Apps, iOS or Windows
• Ability to diagnose and use industry-standard tools and techniques to assure the application performs to client expectations
• Experience working with CRM Software
• The confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
• Experience in cloud / hosted software environment
• Experience in a Software Support role
• Experience working in small team/start up environment
• Experience working with development or in a DevOps role
• The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization
• Exposure to Object oriented programming, basic web programming concepts
• Knowledge of Java to be able to review and troubleshoot code

Qualifications

Must Haves

• A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile App for a friend's company? Tell us about it!
• Computer or Software administration / development
• Knowledge of SQL database / ability to write queries
• Understanding of HTML, XML, JSON
• Experience building / working with Mobile Apps, iOS or Windows
• Ability to diagnose and use industry-standard tools and techniques to assure the application performs to client expectations
• Experience working with CRM Software
• The confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
• Experience in cloud / hosted software environment
• Experience in a Software Support role
• Experience working in small team/start up environment
• Experience working with development or in a DevOps role
• The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization
• Exposure to Object oriented programming, basic web programming concepts
• Knowledge of Java to be able to review and troubleshoot code

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program