Product Support Engineer

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 Do

Provide global support covering all issues related to Veeva applications.

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

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 (e.g., FTP, Postman, AWS Tools)

Fluent in English and Japanese both written and verbal

Analytical mindset, a natural problem solver with a hands-on approach

Nice to Have

Understanding of Java, SSO, SQL, HTML

Life Science or Salesforce Experience

Knowledge of Zendesk, Jira, and Confluence

Korean and or Mandarin