Product Support Engineer

Summary

Join Veeva Systems, a leading SaaS company in the life sciences industry, as a Product Support Engineer. Based in Poland, you will provide global support for our product suite, troubleshooting complex issues and collaborating with various teams. This full-time role requires 2+ years of experience in 2nd- or 3rd-line product support and strong technical skills. You will work closely with development and technical operations teams, ensuring client success. Veeva offers a flexible work environment and a comprehensive benefits package, including private medical insurance, life assurance, and more. Apply now to contribute to our mission of helping life sciences companies bring therapies to patients faster.

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, both written and verbal
• Analytical mindset, a natural problem solver with a hands-on approach

Responsibilities

• Provide global support covering all issues related to the Veeva product suite
• 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 and 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
• Attend daily meetings and provide status updates

Preferred Qualifications

• Understanding of Java, SSO, SQL, HTML
• Knowledge of Zendesk, Jira, and Confluence

Benefits

• Private medical insurance
• Life assurance
• Employee capital plans
• Glasses reimbursement
• Health & wellness programs
• Mobile phone & home internet reimbursement