Support Engineer (L2/L3) - Veeva eTMF Support

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

Job summary

Arcondis Group in Malaysia invites a Support Engineer to provide Level 2/3 technical and configuration support for Veeva Vault eTMF and related environments. You will resolve complex issues, assist with system configuration, and coordinate releases across development, validation, and production.

You will mentor junior team members, ensure security and compliance, and collaborate with cross-functional teams to maintain stable, improving services.

Qualifications

• Associate or bachelor’s degree in IT, CS or related field preferred.
• Solid troubleshooting and root-cause analysis abilities.
• Strong coordination and communication across teams.

Responsibilities

• Resolve Level 2/3 technical issues for Veeva Vault eTMF and related modules.
• Coordinate releases and deployments across environments.
• Provide guidance and mentoring to junior teammates.
• Maintain security, access provisioning, and compliance.
• Collaborate with cross-functional teams to improve services.
• Produce documentation and knowledge articles.

Skills

Advanced troubleshooting

Root-cause analysis

Multitasking

Cross-functional collaboration

Mentoring

Communication

Education

Associate or Bachelor’s degree in IT/CS

Tools

Jira

ServiceNow

Job description

Share this job as a link in your status update to LinkedIn.

Requisition #

JP-SEVS-01.1

Job Title

Contract Type

Full Time

Category

Managed Services

Location

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

Qualifications

• 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 3years 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

• 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.