Product Support Engineer - English & Japanese

Summary

Join us in transforming the life sciences industry as a talented Product Support Engineer in Dalian, China, supporting customers and internal stakeholders with global support covering all issues related to Veeva Vault.

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, exceptional customer service is essential
• Knowledge document management systems
• Detail-oriented, able to manage multiple tasks and priorities

Responsibilities

• 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 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

Preferred Qualifications

• 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