Product Support Engineer

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, we surpassed $3B in revenue in our last fiscal year with extensive growth potential. We operate by core values: Do the Right Thing, Customer Success, Employee Success, and Speed. In 2021, we became a public benefit corporation (PBC), legally committed to balancing the interests of customers, employees, society, and investors. As a Work Anywhere company, we support flexibility to work from home or in the office.

About the role

We are seeking a talented Product Support Engineer in Columbus, Ohio, to join our Product Support Team. You will support customers and internal stakeholders, including Consulting and Sales Engineering teams, while collaborating with Development and QA to diagnose, troubleshoot, and resolve complex issues. This role requires quick learning, persistence, and creative problem-solving. This is a full-time Monday-Friday position with rotational on-call responsibilities for evening coverage.

Responsibilities

• Provide global support covering all issues related to Veeva Vault and integrations with Veeva CRM and Salesforce.com
• Learn our software thoroughly to ensure client success
• Support client administrators across multiple organizations
• Troubleshoot critical production issues affecting end-users, including system unavailability and data integrity issues
• Handle inquiries regarding technical issues, application capabilities, navigation, installation, or configuration
• Provide coordinated support for new releases and configuration changes into production
• Gather information for analysis, conduct research, set up test environments, replicate issues locally, and propose resolutions or workarounds
• Serve as a client-facing representative of the Development and Product teams
• Document new processes and maintain existing documentation and tools as the environment evolves
• Interface with engineering, product management, and professional services when necessary
• Attend daily meetings and provide status updates

Requirements

• A self-motivated, tech-savvy individual eager to learn new software; prior unofficial experience (e.g., designing a personal website or building a mobile app) is valued
• Computer or software administration/development experience
• Knowledge of SQL databases and ability to write queries
• Understanding of HTML, XML, and JSON
• Experience building or working with mobile apps (iOS or Windows)
• Ability to diagnose and use industry-standard tools to ensure application performance meets client expectations
• Experience working with CRM software
• Strong communication and interpersonal skills to lead customers—from technical personnel to C-level executives—in urgent or critical situations
• Experience in cloud/hosted software environments
• Experience in a software support role
• Experience working in small teams or startup environments
• Experience working with development or in a DevOps role
• Desire to learn new technical and soft skills and to coach, mentor, and train peers
• Exposure to object-oriented programming and basic web programming concepts
• Knowledge of Java to review and troubleshoot code

Benefits

• Medical, dental, vision, and basic life insurance
• Flexible PTO and company-paid holidays
• Retirement programs
• 1% charitable giving program

Pay

Base pay: $50,000 - $100,000. The salary range reflects potential base salary and may vary based on experience and location. This role may also be eligible for variable bonus and/or stock bonus.