Manager - Product Support - Tokyo

The Role

Veeva Systems is looking for a motivated and experienced Manager, Product Support to lead our Product Support team in Japan. You will manage and develop a team of Product Support Engineers who deliver exceptional technical assistance for Veeva applications to customers across Japan and the broader Asia-Pacific region. This is a hands-on leadership role that requires strong people-management skills, operational discipline, and the ability to guide your team through complex technical problem-solving while maintaining outstanding customer experience.

What You’ll Do

Lead, coach, and develop a high-performing team of Product Support Engineers to deliver world-class customer support

Hire, onboard, and retain top technical talent in the region

Manage, mentor, and grow a team of Product Support Engineers focused on delivering high-quality customer support

Drive team engagement and development

Oversee daily operations, ticket handling, and SLA compliance to ensure timely and effective customer issue resolution

Act as an escalation point for complex customer issues and collaborate cross-functionally with Product Management and Engineering

Build strong relationships with customers and internal partners to ensure alignment and customer satisfaction

Coordinate with global peers in North America, Europe, and Asia for consistent processes and support excellence

Support hiring and onboarding of new engineers to build long-term local capability

Lead local process improvement and training initiatives

Requirements

5+ years of experience in Application or Technical Product Support within a SaaS or enterprise software environment

3+ years of proven experience managing or leading technical support teams

Demonstrated ability to manage escalations and customer communications effectively

Strong leadership and people-management skills with a coaching mindset

Experience with enterprise ticketing systems (Zendesk, Jira Service Management, or similar)

Excellent communication and collaboration skills, both verbal and written

Fluent in Japanese and proficient in English (both verbal and written)

Based in Tokyo, Japan, and eligible to work in Japan

Nice to Have

Korean language proficiency

Experience with Veeva Vault or other SaaS enterprise applications

Knowledge of Salesforce, Zendesk, Jira, or Confluence

Background in life sciences or other regulated industries

Technical understanding of APIs, SQL, or SaaS architecture

Perks & Benefits

Opportunity to work in a collaborative, global environment.

Be part of a Public Benefit Corporation (PBC) committed to doing the right thing for customers, employees, and society.

Stock Options

Gym, internet and phone allowance

Private health cover allowance