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 currently seeking a talented Product Support Engineer in Dalian, China, to join our busy 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 Consulting and Sales Engineering 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.
What You'll Do
- Provide global support covering all issues related to Veeva Vault
- 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
- Create and maintain knowledge articles in our customer support portal
- 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, set up 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
- Availability to work a rotating weekend on-call schedule
Requirements
- Excellent verbal and written communication skills in English and Japanese
- Previous technology / admin / software / level 2 support-related work experience
- Bachelor’s degree in a related field or equivalent experiences
- Proven ability to collaborate and build strong relationships with customers
- Experience working successfully in a rapidly changing environment
- Professional approach and exceptional customer service is essential
- Knowledge of document management systems
- Detail oriented, able to manage multiple tasks and priorities
Nice to Have
- Knowledge and background in life sciences and/or content management
- Knowledge of SQL database/ability to write queries
- Understanding of Java, SQL, HTML, XML, JSON, SOAP, REST API
- Experience in cloud/hosted software environment
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.
