Remote Product Support Engineer

Summary

Join us in transforming the life sciences industry as a talented Product Support Engineer in India, supporting customers and internal stakeholders with complex issue resolution.

Requirements

• 3+ years work experience in Level 2/3 Application Support
• Experience in a cloud/hosted environment
• Self-motivated, experience of working successfully in a rapidly changing environment and handling pressure
• Eager to learn new technical, communication and interpersonal skills
• Ability to replicate & diagnose issues using industry-standard tools and techniques, and propose resolutions or workarounds
• Excellent verbal and written communication skills in English and Hindi

Responsibilities

• Provide support covering all issues related to Veeva Vault Quality Suite applications, primarily to India customers
• Learn everything about our software to be a Subject Matter Expert
• Handle inquiries regarding technical issues, information requests on application capabilities
• Troubleshoot critical production issues, including system unavailability and data integrity issues, and propose resolutions or workarounds
• Provide coordinated support for getting new releases and configuration changes into production
• Be a customer facing representative for the Development and Product teams
• Be responsible for ticket and/or customer escalations and drive progress until resolution
• Interface with Engineering, Product Management and Services when necessary
• Maintain Product Support Knowledge Base

Benefits

• Allocations for continuous learning & development
• Health insurance with generous coverage limits
• Allowance for wellness & fitness programs