Support Engineer (L2/L3)

Arcondis Group; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Arcondis Group is seeking a Support Engineer to provide Level 2 and 3 technical support for Veeva Vault eTMF and related Vault environments. You will handle complex issue resolution, platform configuration, and release coordination across teams to keep services stable and improving.

Responsibilities include configuring lifecycles, managing access, and mentoring junior colleagues while maintaining security standards and quality documentation.

Qualifications

• Must have formal IT degree or equivalent
• Experience with complex hardware, software, network and app issues
• Ability to coordinate with multiple teams and stakeholders

Responsibilities

• Resolve Level 2 and 3 issues for Veeva Vault eTMF and related environments
• Coordinate Vault releases across development, validation and production
• Configure lifecycles, workflows, objects, and document metadata
• Manage user provisioning, access requests, and security profiles
• Provide technical guidance and mentoring to junior teammates
• Monitor system performance and address bottlenecks
• Verify defects and coordinate vendor support tickets to resolution
• Maintain compliance with security protocols and patch schedules
• Create/update technical manuals and knowledge articles

Skills

Advanced troubleshooting

Multitasking under pressure

Cross-functional collaboration

Mentoring junior colleagues

Education

Associate or bachelor’s degree in IT/CS

Tools

Jira

ServiceNow

Job description

Overview

The Support Engineer provides Level 2 and Level 3 technical and configuration support for Veeva Vault eTMF and related Vault Clinical or Vault Quality environments. The role covers complex issue resolution, platform configuration, release coordination and collaboration across support teams to maintain stable and continuously improving services.

Key Responsibilities

• Resolve complex hardware, software, network and application issues and act as the escalation point for unresolved Level 1 incidents.


• Provide Level 3 support for specialised and high-priority platform failures.


• Monitor system performance and address potential bottlenecks.


• Manage user provisioning, access requests, permissions and security profiles.


• Configure lifecycles, workflows, objects, document metadata, reporting dashboards and Vault Loaders.


• Coordinate Veeva Vault releases across development, validation and production environments and deploy approved releases through validated pipelines.


• Perform system design changes, technical root-cause analysis and assessment of change or enhancement requests.


• Coordinate user acceptance testing, verify defect fixes and manage vendor support tickets through to resolution.


• Maintain compliance with security protocols and patch schedules and update procedures, technical manuals and knowledge articles.


• Provide technical guidance, configuration reviews and mentoring to junior team members and collaborate across multidisciplinary teams.

Requirements

• Associate or bachelor’s degree in Information Technology, Computer Science or a related field is preferred.

Skills

• Advanced troubleshooting, root-cause analysis and problem-solving skills.


• Ability to manage multiple priorities and work effectively under pressure.


• Strong coordination, communication and cross-functional collaboration skills.


• Team-oriented approach with the ability to mentor junior colleagues.

Experience and Knowledge

• At least 3 years of relevant support experience.


• Experience with Veeva Vault, particularly eTMF and CTMS.


• Strong knowledge of Veeva Vault configuration and deployment processes.


• Experience with release, change and configuration management.


• Exposure to ticketing tools such as Jira or ServiceNow.

Advantageous

• Veeva Vault Administrator certification.


• Experience with system validation and IQ/OQ/PQ documentation.


• Familiarity with additional Veeva Vault modules.


• Knowledge of GxP guidelines and FDA or EU regulatory requirements.