Support Engineer (L2/L3) - Veeva eTMF Support

ARCONDIS AG / GmbH; Malaysia; On-site; MYR 156,740 - 235,110; Full time

Job summary

A leading pharmaceutical technology company in Malaysia seeks a Customer Support Specialist experienced in Veeva Vault administration. The role involves managing Veeva Vault releases, performing configuration management, and providing support for system issues. Ideal candidates should possess strong problem-solving abilities, a background in IT or Computer Science, and familiarity with regulatory standards. This position focuses on collaboration across teams and enhancing user experience in pharmaceutical practices.

Qualifications

• Experience with Veeva Vault, particularly in eTMF.
• Understand configuration and deployment processes of Veeva Vault.
• Familiarity with GxP Guidelines and FDA/EU regulatory requirements.

Responsibilities

• Manage and coordinate Veeva Vault releases.
• Perform configuration management and workflow setups.
• Provide ongoing third-level support and maintain documentation.
• Troubleshoot advanced hardware, software, and network issues.
• Monitor system performance and proactively identify issues.

Skills

Veeva Vault experience

Analytical thinking

Scripting skills (PowerShell, Python)

Problem-solving

Networking knowledge (TCP/IP, DNS, VPN)

Education

High school diploma

Bachelor’s degree in IT or Computer Science

Tools

Veeva Vault

AWS

Azure

Jira

ServiceNow

Job description

• High school diploma required; associate or bachelor’s degree in IT, Computer Science, or related field preferred.
• Experience with Veeva Vault (especially eTMF) and enterprise IT environments”
• Familiarity with release and change/configuration management processes.
• Strong understanding of Veeva Vault configuration and deployment processes.
• Advanced troubleshooting and root cause analysis skills.
• Knowledge of system administration, networking (TCP/IP, DNS, VPN), and security.
• Experience with enterprise software, cloud platforms (AWS, Azure), and virtualization tools.
• Scripting skills (e.g.,PowerShell, Python) are a plus.
• Strong problem-solving and analytical thinking.
• Ability to manage multiple priorities and work under pressure.
• Team-oriented with mentoring experience and cross-functional collaboration.
• Veeva Vault Administrator Certification (Advantage)
• Experience with system validation (IQ/OQ/PQ documentation). (Advantage)
• Familiarity with other Veeva Vault modules (Advantage)
• Exposure to ticketing systems (e.g., Jira, ServiceNow).
• GxP Guidelines and FDA/EU regulatory requirements knowledge. (Nice to have)

Tasks and responsibilities

• Manage and coordinate Veeva Vault releases (product and business-specific).
• Perform configuration management (workflows, security settings, admin tasks).
• Wise knowledge on “components such as Access management/Security/permissions/Reporting Dashboards/Loaders/workflows/lifecycles/Document Meta data changes).
• Deploy customer-specific releases across DEV, VAL, and PROD environments.
• Assess change and enhancement requests and support UAT activities.
• Facilitate resolution of product support tickets and ensure timely follow-up.
• Coordinate across IT, Veeva and Business for issue resolution.
• Execute system design, configuration, and critical problem analysis.
• Provide ongoing 3rd level support and maintain documentation.
• Handle escalated incidents from Level 1 support.
• Troubleshoot and resolve advanced hardware, software, and network issues.
• Monitor system performance and proactively identify potential issues.
• Maintain and update technical documentation and knowledge base articles.
• Support user account administration and access management.
• Ensure compliance with security protocols and patch management.
• Mentor junior staff and collaborate with cross-functional teams.

Kosice, Malaysia, Mexico, Colombia, Costa Rica

Customer Support Specialist (Pharmaceutical Industry)