RTSM Product Support Engineer

Veeva Systems, Inc.; Boston (MA); Remote; USD 50,000 - 100,000; Full time

Job summary

An established industry player is seeking a dedicated RTSM Product Support Engineer to enhance their cloud-based solutions for the life sciences sector. In this dynamic role, you will provide critical Tier 3 support, collaborating with cross-functional teams to troubleshoot and resolve complex software issues. Your expertise will drive improvements in product functionality and customer satisfaction. This innovative firm values flexibility, allowing you to work from home or in the office, ensuring you thrive in your ideal environment. Join a mission-driven organization committed to making a positive impact in the life sciences industry.

Benefits

Medical Insurance

Dental Insurance

Vision Insurance

Flexible PTO

Retirement Programs

Charitable Giving Program

Qualifications

• 4+ years of product support experience with strong debugging skills.
• Experience in Microsoft technologies and relational databases.

Responsibilities

• Provide Tier 3-level product support and resolve customer issues.
• Conduct root cause analysis and maintain documentation of technical issues.

Skills

Technical Support

Debugging

Troubleshooting

Communication Skills

Root Cause Analysis

Education

Bachelor's degree in IT-related field

Tools

Microsoft Windows Server

MS SQL Server

C#

ASP.NET

VBScript

Powershell

Python

T-SQL

VMware

Docker

Job description

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.

As a Work Anywhere company, we support your flexibility to work from home or in the office, so you can thrive in your ideal environment.

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

The Role

Veeva Systems, a leader in cloud-based solutions for the global life sciences industry, is looking for an RTSM Product Support Engineer to join our RTSM (Randomization and Trial Supply Management) team. The RTSM Product Support Engineer will be responsible for driving resolution for issues escalated by the Customer Success team. Days and hours of work are generally Monday through Friday, 9:00 AM to 5:00 PM; however, hours are dependent on customer needs and deliverables.

What You'll Do

• Provide Tier 3-level product support, liaising between multiple teams within the RTSM product group.
• Work closely with product managers, developers, and engineers to identify, communicate, and resolve issues related to software functionality, new releases, and patches.
• Conduct root cause analysis for recurring issues or technical challenges, ensuring that preventive measures and long-term solutions are implemented effectively.
• Maintain thorough documentation of all technical issues, resolutions, and known bugs. Update and contribute to internal knowledge bases, FAQs, and troubleshooting guides to assist other support teams and improve overall efficiency.
• Facilitate and troubleshoot the myriad of issues associated with designing complex systems and projects.

Requirements

• Four-year degree in IT-related field or equivalent, 4+ years of product support experience (Tier 2 or higher, Technical Account Manager, Product Support Engineer, etc.).
• 4+ years of experience in Microsoft technologies (Windows Server, IIS, MS SQL Server, etc.).
• Demonstrative experience in debugging and troubleshooting code-related issues (C#, ASP.NET, CSS, Javascript).
• Demonstrative experience with relational database systems (MS SQL) and highly available environments.
• Demonstrated proficiency with scripting languages (VBScript, Powershell, Python, T-SQL, etc.).
• Strong written and verbal communication skills.

Nice to Have

• 2+ years of RTSM/IRT experience.
• 2+ years in the Life Sciences industry.
• Experience with Veeva Vault.
• Experience with network monitoring tools.
• Experience with virtualization technologies (VMware, Docker, K8, etc.).
• Experience in highly regulated fields (21 CFR Part 11).

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.

#LI-RemoteUS

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].