Product Support Engineer

Veeva Consumer Products; Columbus (OH); On-site; USD 50,000 - 100,000; Full time

Job summary

A leading SaaS company, Veeva Consumer Products is looking for a Product Support Engineer to join their team in Columbus. In this role, you will support customers and internal teams while troubleshooting software issues, contributing to the overall success of client operations. Ideal candidates are self-motivated tech enthusiasts with a background in software development and strong communication skills.

Benefits

Medical, dental, vision, and basic life insurance

Flexible PTO and company paid holidays

Retirement programs

1% charitable giving program

Qualifications

• Eager to learn new software and technologies.
• Experience in a Software Support role desired.
• Exposure to object-oriented programming is a plus.

Responsibilities

• Provide global support for Veeva Vault and integrations.
• Troubleshoot critical production issues.
• Gather information for analysis and propose resolutions.

Skills

Knowledge of SQL database

Understanding of HTML

Experience with CRM Software

Communication skills

Education

Computer or Software administration / development

Tools

Industry-standard tools for application performance

Job description

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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 in history, we surpassed $2B in revenue in our last fiscal year with extensive growth potential ahead.

At the heart of Veeva are our values: Do the Right Thing, Customer Success, Employee Success, and Speed. We're not just any public company – we made history in 2021 by becoming a public benefit corporation (PBC), legally bound to balancing the interests of customers, employees, society, and investors.

Join us in transforming the life sciences industry, committed to making a positive impact on its customers, employees, and communities.

The Role

We are currently seeking a talented Product Support Engineer in Columbus, Ohio, to join our busy Product Support Team. You will be part of a young and exciting company that is recognized as a market leader in the SaaS space with our Industry Cloud for Life Sciences.

As a member of the Product Support team you will be charged with supporting our customers, as well as internal stakeholders, such as our Consulting and Sales Engineering teams. You will work closely with Development and QA teams to diagnose, troubleshoot, and resolve complex issues. The successful candidate will need to learn and adapt quickly, be persistent, and demonstrate “out of the box” thinking.

This is a full-time Monday-Friday job with rotational on-call responsibilities for evening coverage. (Note: for this role, we are unable to sponsor F1 or H1-B visas at this time).

What You'll Do

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

Requirements

• A self-motivated, self-described techy, eager to learn new software. We look at any and all prior experience, even unofficial. Have you designed a personal website? Built a mobile App for a friend’s company? Tell us about it!
• Computer or Software administration / development
• Knowledge of SQL database / ability to write queries
• Understanding of HTML, XML, JSON
• Experience building / working with Mobile Apps, iOS or Windows
• Ability to diagnose and use industry-standard tools and techniques to assure the application performs to client expectations
• Experience working with CRM Software
• The confidence, communication, and interpersonal skills to lead customers, from technical personnel to C-level executives, in urgent or critical situations
• Experience in cloud / hosted software environment
• Experience in a Software Support role
• Experience working in small team/start up environment
• Experience working with development or in a DevOps role
• The desire to learn new soft and technical skills and to coach, mentor, and train peers throughout the organization
• Exposure to Object oriented programming, basic web programming concepts
• Knowledge of Java to be able to review and troubleshoot code
  
  

Perks & Benefits

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

Compensation

• Base pay: $50,000 - $100,000
• The salary range listed here has been provided to comply with local regulations and represents a potential base salary range for this role. Please note that actual salaries may vary within the range above or below, depending on experience and location. We look at compensation for each individual and base our offer on your unique qualifications, experience, and expected contributions. This position may also be eligible for other types of compensation in addition to base salary, such as variable bonus and/or stock bonus.
  
  

Veeva’s headquarters is located in the San Francisco Bay Area with offices in more than 15 countries around the world.

Veeva is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity or expression, religion, national origin or ancestry, age, disability, marital status, pregnancy, protected veteran status, protected genetic information, political affiliation, or any other characteristics protected by local laws, regulations, or ordinances. If you need assistance or accommodation due to a disability or special need when applying for a role or in our recruitment process, please contact us at [e-mail].

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Software Development

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