Rtsm Product Support Engineer

Summary

Join Veeva Systems, a leading cloud-based solutions provider for the life sciences industry, as an RTSM Product Support Engineer. You will be responsible for resolving escalated issues, collaborating with various teams, conducting root cause analysis, and maintaining technical documentation. This role requires a four-year degree in an IT-related field, 4+ years of product support experience, and proficiency in Microsoft technologies and scripting languages. The position offers a competitive salary, comprehensive benefits, and flexible work arrangements. Veeva is a Work Anywhere company, supporting flexible work from home or in the office. We are committed to making a positive impact on our customers, employees, and communities.

Requirements

• Four-year degree in IT-related field or equivalent, 4+ years of product support experience (Tier 2 or higher, Technical Account Manager, Product Support Engineer, etc.)
• 4+ years of experience in Microsoft technologies (Windows Server, IIS, MS SQL Server, etc.)
• Demonstrative experience in debugging and troubleshooting code-related issues (C#, ASP.NET, CSS, Javascript)
• Demonstrative experience with relational database systems (MS SQL) and highly available environments
• Demonstrated proficiency with scripting languages (VBScript, Powershell, Python, T-SQL, etc.)
• Strong written and verbal communication skills

Responsibilities

• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group
• Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches
• Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively
• Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency
• Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects

Preferred Qualifications

• 2+ years of RTSM/IRT experience
• 2+ years in the Life Sciences industry
• Experience with Veeva Vault
• Experience with network monitoring tools
• Experience with virtualization technologies (VMware, Docker, K8, etc.)
• Experience in highly regulated fields (21 CFR Part 11)

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company paid holidays
• Retirement programs
• 1% charitable giving program
• Base pay: $50,000 - $100,000
• Variable bonus and/or stock bonus